Empresa: Stefanini
At Stefanini Group, we believe in the power of collaboration. We co-create innovative solutions in partnership with our clients, combining cutting-edge technology, artificial intelligence, and human creativity. We are at the forefront of solving business challenges, delivering real impact on a global scale. By joining Stefanini, you become part of a global journey of transformation. We are committed to creating a positive impact not only on businesses, but also in the lives of our employees. If you are looking for an opportunity for professional growth in a company that values innovation, respect, autonomy, and partnership, you will find it here! Join us and be part of the change! Work Model: Hybrid (twice a week at Eusébio Matosso, São Paulo/SP). #LI-JS2 • Define and ensure adherence to the global NPS methodology (calendar, target audience, calculation rules, RACI, and LGPD/GDPR compliance) . • Lead and develop the direct team in Brazil, ensuring the operation of surveys, automations, and global dashboards . • Guide and train the network of regional focal points (Customer Success, Delivery, and Sales), ensuring the closed-loop SLA with detractor customers . • Lead monthly committees with the regions and report executive indicators and action plans to the board of directors . Requisitos: • Bachelor's degree in Business Administration, Marketing, Engineering, Economics, or related fields . • Solid experience in Customer Experience, Customer Success, or Service Quality, with proven track record managing NPS/VoC programs in B2B environments . • Previous experience in team leadership and matrix/multi-country management . • Proficiency in CX methodologies (NPS, CSAT, CES, closed loop) , process mapping (AS IS / TO BE, RACI) , survey tools (e.g., Qualtrics, Medallia, SurveyMonkey) , and advanced Excel . • Languages: Fluent English (mandatory) and intermediate Spanish (mandatory) . Nice to have (Differentials): • MBA in CX or Business Management ; CCXP, NPS Certified Associate, Lean/Six Sigma, or PMP certifications . • Background in the IT services, outsourcing, or consulting sectors . • Knowledge of CRM (Salesforce or Dynamics 365) , Power BI , and basic SQL .