Customer Experience Coordinator

Description

**We are a global leader in delivering best-in-class Point-of-Sales (POS), Barcode, Hybrid Cloud, Digital Networks, Digital Workplace, Internet of Things, Physical Security, Cyber Security, and emerging industry technologies. We provide value-added services and support that contribute to our customers’ business success. In recent years, we have acquired companies across Latin America and are now seeking talent who embrace challenges and wish to participate in a major transformation.** **Responsibilities and Duties** * Coordinate and oversee Customer Experience (CX) projects led by the analyst team, ensuring alignment with the company’s strategic objectives. * Lead and develop the CX team, fostering engagement, autonomy, sense of belonging, and results orientation. * Own customer satisfaction KPIs (e.g., NPS), including result analysis, action plan definition, and progress tracking. * Serve as the CX focal point for IT, Sales, Operations, and Customer Support departments, ensuring alignment, prioritization, and project execution. * Manage post-sales platforms, public complaint channels, and channel programs (e.g., cashback), ensuring positive internal and external customer experience. * Establish and foster the CX Committee, promoting visibility of metrics, challenges, and improvement opportunities. * Translate data and analyses into actionable insights for decision-making and continuous improvement of the customer journey. **Requirements and Qualifications** * Bachelor’s degree in Business Administration, Marketing, or related fields. * Proven experience in Customer Experience (CX) and management of satisfaction metrics. * Knowledge of CX research platforms and metrics (e.g., NPS, CSAT). * Experience leading teams with focus on development and engagement. * Strong analytical capability and ability to work with data and metrics. * Effective interpersonal communication skills, with a collaborative and non-confrontational approach. * Customer journey mindset, preferably in B2B contexts. * Ability to operate cross-functionally across different company departments. * Familiarity with Power BI and data analysis to support decision-making. * Advanced English proficiency for interacting with materials, systems, or stakeholders. **Additional Information** **Benefits** * Meal allowance and/or food voucher; * Transportation allowance or parking subsidy; * Nationwide health and dental insurance plans; * Gym membership program; * Life insurance; * Profit-sharing program, contingent upon goal achievement; * Birthday Day Off; * Government-aligned parental leave incentive program; * Maternity and paternity kits; * Employee referral program; * Pet care benefits. Internal career opportunities within a multinational corporation — a global reference as one of the largest technology solution providers. ScanSource seeks talented, innovative individuals who thrive on challenges. We are committed to ensuring equal employment and development opportunities. Therefore, we make no distinctions based on ethnicity, religion, gender, nationality, age, disability, sexual orientation, or any other personal characteristic. Join an environment where you can **ACCELERATE YOUR SUCCESS** and go beyond what you imagine in your career At ScanSource, we want **you to be the leader of your own journey**, regardless of your role — empowering you to achieve your personal and professional goals in a collaborative, innovative, and inclusive workplace. To ensure a welcoming environment, we maintain **affinity groups and year-round awareness campaigns** addressing topics such as **gender and racial equity, and inclusion of LGBTQIA+ individuals and people with disabilities**. Furthermore, we set **affirmative goals and reserved positions**, aiming to make our team increasingly diverse — because here, we go beyond theory and put everything into practice. If you already align with these values, **apply to our openings and learn more about us**. If you’d like to understand how we handle your personal data during recruitment processes, click here.