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Satisfaction Specialist

São Paulo, Brazil

JOB DESCRIPTION: 

AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa.  

BEES was founded in 2019 at ABI’s new venture cell and is the world’s tenth largest e-commerce player when ranked by gross merchandise volume. At its simplest, BEES is a next generation B2B platform where millions of retailers, across 19 markets, can browse products, place orders, earn rewards, arrange deliveries, manage invoices, and access business insights all from one place. Through our B2B e-commerce and SaaS platform, we bring the power of digital sales to small and medium-sized retailers, making their businesses easier to manage, more efficient and profitable, and democratizing growth opportunities across the globe. 

We are hiring Customer Satisfaction Manager to lead our efforts in optimizing our customer satisfaction strategy and implementation globally.  

As the Global Customer Satisfaction Manager, you will play a pivotal role in ensuring our customers’ voices are heard and so we can continuously improve their experiences with our platform, products, and services. You will oversee the Net Promoter Score (NPS) survey process, from creating effective survey methodologies to ensuring data integrity. You will also be a key influencer, working closely with cross-functional teams to implement strategies that enhance customer satisfaction. Your insights will be instrumental in shaping business decisions, and you will have the unique opportunity to lead monthly meetings with our CEO to review our customer satisfaction metrics and initiatives. 

 

Responsibilities 

  • Act as the voice of the customer, ensuring that feedback drives continuous improvement. 
  • Own the entire NPS survey process: design, distribution, analysis, and reporting. 
  • Monitor NPS triggers, ensuring that we take timely and appropriate actions. 
  • Lead cross-functional efforts to improve customer feedback systems and identify trends. 
  • Collaborate with product and operations teams to address areas affecting customer satisfaction. 
  • Lead and present customer satisfaction data and actionable insights to C-level leadership. 

 

Hard Skills 

  • Experience in customer satisfaction and NPS management, in the tech or consumer goods sector. 
  • Experience using customer feedback tools and comms platforms like Medallia and Braze. 
  • Strong understanding of survey methodologies, reporting standards, and data integrity. 
  • Ability to interpret complex data sets and translate them into actionable strategies. 
  • Exceptional project management skills with experience handling cross-functional initiatives. 
  • Ability to lead and influence stakeholders at all levels of an organization. 
  • Experience presenting to C-suite executives or senior management. 

 

Soft Skills 

  • Customer-centric: passion for understanding the customer journey and advocating for them. 
  • Adaptable: comfortable working in a fast-paced environment, with the ability to pivot as needed. 
  • Excellent communication skills: ability to simplify complex data for clear reporting. 
  • Influence and leadership: a collaborative leader who can drive action and build consensus. 

 

Other 

  • High proficiency in Portuguese (fluent), English (fluent), Spanish (nice to have and open to learn). 
  • Location: São Paulo / Campinas. 

 

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Demographic Brazil

ABInBev is committed to creating a diverse and inclusive workforce and culture. We conduct confidential surveys to better understand & ensure we provide equal opportunity throughout our end-to-end recruitment process. Individuals seeking employment at ABInBev are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

When you apply to a job on this site, the personal information contained in your application will be collected by ABINBEV SERVICES LLC. Your personal information will be processed in accordance with the law for the purposes of managing ABINBEV’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes.

On a voluntarily basis and subject to receiving your express consent, you’ll be asked demographic questions about your ethnicity, gender, sexual orientation and ability status. We collect this information for the purposes of supporting a diverse and inclusive workforce - it will not be considered in the hiring process or thereafter and all information will be reviewed collectively rather than individually. We won’t sell or share this information with third parties, but please note that we use Greenhouse Software Inc to manage the recruitment and hiring process on our behalf.

Your personal information will be retained by us for 2 (two) years from collection. You have the right to request access to your personal information, to request that your personal information be rectified or erased, and to request that processing of your personal data be restricted at any time. You can do so by contacting https://contactus.ab-inbev.com/ if you are located outside Europe, and emailing abi-team@firstprivacy.com if you are located in Europe. We expect that our procedures will deal fairly and promptly with your request. However, if you remain dissatisfied, you have the right to lodge a complaint with your local data protection authority.

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