Customer Experience Manager

We are looking for someone who wants to make the difference in a project that will revolutionize urban mobility!

Come be part of this amazing journey!

Grow is a Latam-based holding for micromobility and payments. It is the result of the merger between Grin, the mexican scooter pioneer, and Yellow, a multimodal and payment player from Brazil.

Here at Grow you will be responsible for:

Assure the best performance of Experience Center located in Brasil. Maintain excellent service level for all contact channels. Align efficient processes with teams and departments (Customer centric - 360 View). Guarantee a good team environment with incentives and high performers. Replicate best practices and learnings from countries. Focus on KPIs as Net Promoter Score, Customer Satisfaction Score and Contact Ratio. Make profitable the team, considering cost vs benefit. Create actions plan with feedback of users/partners.

Knowledge and Experience

  • Proven experience in customer experience area(~2 years of experience);
  • Experience leading teams (+50 people), structured thinking and high focus on results;
  • Strong business sense and communication skills;
  • Entrepreneurial mindset;
  • Aptitude in creative problem-solving;
  • Excellent data collection and analytical skills;
  • Self-starter; proactive.

Technical Knowledge

  • NPS (Net Promoter Score) - CSAT (Customer Satisfaction Score) - CR (Contact Ratio) - % Costo/NMV;
  • Advanced leve of English;
  • Intermediate level of Spanish;
  • SQL (Intermediate - Plus), Excel ( Advanced), Power point (Advanced), CRM (Advanced - Plus), Zendesk( Advanced - Plus)

Additional Info

  • Fluent in English;
  • Advanced in Spanish
  • Need to love bikes and scooters.