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Experian

Customer Management Manager - SME Service

Auto-translated from Portuguese · original: Gerente de Gestão do Cliente - Atendimento PME

5 day weekFortune 100 Best '26Hybrid · São Paulo, Brazil

Company Description

Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is valuing yours. Experian's people-centered, inclusive, and purpose-driven culture is recognized by various awards — including World's Best Workplaces™ 2025 (Top 25 global by Fortune) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers website to understand why. Experian also takes pride in being an employer that promotes equal opportunities and affirmative action.

Job Description

Lead the Customer Experience and Service strategy for the SME segment, ensuring a simple, efficient, and customer-centric journey. You will be responsible for driving operational excellence, promoting a data-driven culture and continuous improvement, ensuring high levels of satisfaction, retention, and sustainable business growth.

Qualifications

What we are looking for:

  • Bachelor's degree in Administration, Marketing, Engineering, Economics, Information Systems, or related fields.
  • Postgraduate degree or MBA in Customer Experience, Business Management, Analytics, or related areas will be a plus. Experience
  • Experience leading Customer Experience operations, Customer Service, or Customer Success, preferably in the B2B or SME segment.
  • Experience managing teams, performance indicators, and operational transformation projects.
  • Experience using data for decision-making and improving customer experience.
  • Knowledge of omnichannel operations management, CRM, BI tools, and continuous improvement methodologies will be considered a plus.

Main Responsibilities:

  • Define and execute the Customer Experience strategy for the SME segment.
  • Lead service operations, ensuring quality, efficiency, and compliance with performance indicators.
  • Monitor and improve Customer Experience and operations KPIs, such as NPS, CSAT, FCR, SLA, productivity, and efficiency.
  • Use data and insights to support decisions, identify opportunities, and drive results.
  • Partner with Product, Technology, Sales, Customer Success, and other areas to continuously improve the customer journey.
  • Develop and engage high-performance teams, promoting a collaborative, innovative, and customer-focused culture.
  • Represent the voice of the customer in the organization, influencing initiatives that strengthen experience and business results.

Continuous Improvement:

  • Lead initiatives to simplify, automate, and transform service processes.
  • Promote continuous evolution of the customer journey through analysis of indicators, feedback, and Voice of Customer (VoC).
  • Encourage the use of technology, analytics, and artificial intelligence to increase efficiency, quality, and personalization of experience.
  • Disseminate continuous improvement and innovation practices in partnership with business areas.

Additional Information

Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, every knowledge and diversity complement each other and you can work on what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with their personal commitments and interests, prioritizing well-being.

We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, and we are recognized as one of the best companies for young professionals with a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talents.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here