Via Verde is looking for a high potential Customer Experience Manager, who is able to work effectively in a matrix environment. This opportunity will give you the chance to be challenged and accelerate your career, working in one of the top excellence European Mobility Group.

Being part of our team means working in a Group of innovative companies with a focus on sustainability and a vision of the future. It means working in a Group that cares about people and their development and well-being (we are proudly certified as a Empresa Familiarmente Responsável), with a culture guided by the values of ethics, innovation, excellence and people. 

Main Responsibilities:
•    Develop and implement comprehensive plans to enhance customer interactions across all touchpoints, aiming to improve customer satisfaction and align strategies with organizational goals.
•    Gather feedback through various channels and analyse the data to identify trends and areas for improvement.
•    Engage with key stakeholders to understand their needs and expectations, ensuring alignment with customer experience initiatives.
•    Implement Customer-Centric initiatives, collaborating with cross-functional teams to ensure successful implementation and alignment with customer needs.
•    Explore and integrate cutting-edge technologies and methodologies to enhance customer experience and respond quickly to changing customer expectations and market conditions.
•    Monitor and measure customer experience metrics, using these metrics to evaluate the effectiveness of customer experience strategies and make data-driven adjustments.
•    Ensure that customer experience projects are delivered on time, within scope, and meet desired outcomes by coordinating with relevant teams.
•    Inspire and manage teams to achieve high performance in delivering excellent customer service.

Experience, Skills and Qualifications:

•    Degree in Management, Marketing Management, Economics, or a related field;
•    Up to 5 years' experience in relevant roles, such as Contact Center Operations, Contact Center Process Lead, Customer Experience Lead, etc.;
•    Experience in leading customer experience or operations teams;
•    Excellent communication skills, with a focus on achieving results and making a positive impact on customers;
•    Ability to thrive in a fast-paced environment with ongoing challenges, considering a continuous digital transformation process;
•    Analytical mindset with strong problem-solving abilities;
•    Fluency in English.
 
Brisa Group is leading the way to your future, join us!