Customer Experience Manager

MICHELIN Connected Fleet is a Michelin Group company and for us, MOBILITY is essential for HUMAN DEVELOPMENT. Based on our values and integrated into our ecosystem, we seek to make it SAFER, MORE EFFICIENT, and SUSTAINABLE. We are leaders in FLEET MANAGEMENT in Latin America and our goal is to conquer the world! And for our conquest to be more complete, all people are welcome! The Michelin Group believes that diversity in all its forms is a source of individual well-being and collective performance for the business. United by our core value – respect for people – we offer an INCLUSIVE work environment where your TALENT always prevails! We are advancing rapidly through EXCELLENCE in what we do and we seek INNOVATION and improvement of the quality of our solutions and services to the market. Do you like challenges? Do you have an ownership mindset? Do you see meaning in our cause? Do you want to work in a safe environment of innovation and opportunities? Join the team! Learn more about us on our website: https://vagas.michelin.com.br/

Responsibilities and assignments

The position will have a strategic role in the connection between Customer Experience, Retention, Voice of the Customer, NPS, Onboarding, Product, Growth, and Commercial, transforming data and insights into concrete initiatives to strengthen loyalty, reduce churn, and expand the value generated throughout the customer journey.

In addition to managing the Retention and CX team, this person will have a strong transversal role, influencing different areas and contributing to an increasingly Customer Centric culture.

Main responsibilities

• Lead and evolve the Customer Experience strategy for the LATAM region, structuring end-to-end journeys and prioritizing high-impact opportunities for customers and the business;
• Act in reducing churn and increasing LTV, monitoring retention indicators, cancellation reasons, and prevention opportunities;
• Lead and develop the Retention and CX team, establishing goals, monitoring performance, and promoting continuous development;
• Map and improve the customer journey and its main touchpoints, identifying frictions and improvement opportunities;
• Lead the Voice of the Customer (VoC) and NPS strategy, transforming feedback into action plans and concrete improvements;
• Connect CX insights to Product and Growth strategies, contributing to roadmap prioritization, campaigns, and business initiatives;
• Conduct root-cause analyses, using methodologies such as Customer Success, Design Thinking, Journey Mapping, and Service Blueprint;
• Promote the Customer Centric culture through forums, training, campaigns, and internal awareness initiatives;
• Structure dashboards and executive indicators for CX, NPS, churn, and retention, ensuring visibility for LATAM leadership;
• Act closely and strategically with areas such as Commercial, Marketing, Product, Growth, Technology, Operations, Customer Service, Engineering, Finance, Legal, and People & Management.

Requirements and qualifications

• Completed higher education in Administration, Marketing, Engineering, Communication, or related fields;
• Solid experience in Customer Experience, Customer Success, Retention, or related areas, preferably in B2B and/or SaaS businesses;
• Experience with team management and development;
• Advanced English;
• Intermediate Spanish;
• Knowledge and experience in managing CX indicators, such as NPS, CSAT, CES, LTV, and Churn;
• Experience with CRM and Customer Success tools, such as Salesforce, HubSpot, Gainsight, Zendesk, or similar;
• Knowledge in journey analysis, Voice of Customer (VoC), and touchpoint mapping;
• Experience with continuous improvement methodologies, such as Lean, Design Thinking, and Service Blueprint;
• Strong analytical capacity and data orientation;
• Experience in structuring and monitoring action plans and CX and Retention indicators;

Additional information

Benefits:

• Transportation vouchers, reimbursement for chartered transport, or parking;
• Meal and/or food vouchers;
• Multi-benefit card;
• Health and dental insurance;
• Profit sharing;
• Daycare assistance;
• Extended parental leave;
• Life insurance;
• Gympass;
• Payroll loan;
• Stock acquisition plan;
• Birthday day off;
• Discounts on Michelin tire purchases;
• Annual flu vaccination campaign;
• Psychological health promotion program;
• Development platform.