CUSTOMER SUCCESS ANALYST

Description

Driven by the purpose of bringing emotion to people's lives, La Moda seeks professionals with bold goals and high aspirations, who are obsessed with details in pursuit of perfection, who admire the intelligence of those eager to learn continuously, who engage others to foster cohesion, and who reinvent the ordinary every day—surprising through their audacity to go beyond. All our job openings are also open to people with disabilities. **Responsibilities and duties** * Manage and develop the customer portfolio, ensuring strategic and operational support for retailer success; * Conduct analyses of key performance indicators (KPIs), service quality, productivity, and Customer Success operational performance; * Monitor customer interactions, identify improvement opportunities, and propose corrective and preventive actions; * Proactively contact customers via telephone to ensure alignment, resolve requests, and strengthen relationships; * Manage and execute onboarding processes for new customers, ensuring a structured and efficient experience; * Support post\-sales relationship management with customers and commercial representatives; * Resolve discrepancies, operational failures, and process errors promptly, collaborating with customers, representatives, and other company departments; * Develop, monitor, and implement action plans focused on continuous improvement of customer experience and operational efficiency; * Prepare reports, analyses, and performance presentations; * Contribute suggestions for improving processes, workflows, systems, and routines; * Ensure organization, tracking, and timely updates of information in internal systems and controls. **Requirements and qualifications** * Bachelor’s degree completed or in progress in Business Administration, Communications, Advertising, or related fields; * Proficiency in Microsoft Office Suite; * Experience in customer service and sales; * Excellent interpersonal skills; * Strong communication and persuasion abilities; * Analytical mindset with indicator orientation; * Outstanding verbal and written communication skills; * Comfort and confidence handling frequent telephone interactions; * Proactivity and sense of urgency in problem resolution; * Strong organizational, prioritization, and task-tracking capabilities; * Ability to work collaboratively in teams and interact effectively with diverse customer profiles; * Collaborative, resilient attitude with focus on continuous improvement; * Ability to build and deliver public presentations. **Preferred qualifications:** * Prior experience in Customer Success, Support, Customer Relationship Management, or Quality Assurance; * Experience analyzing KPIs and monitoring performance; * Experience with customer onboarding and retention processes. **Additional information** **Benefits:** Dental Plan (after probationary period); Health Insurance (after probationary period); Free Transportation; On-site Restaurant; Profit-Sharing Program (PPR); Discounts on Brands; Childcare Assistance; Scholarship Program; Employee Referral Program. **Perks:** On-site Cafeteria; Exclusive Internal Stores for Employees; Good Card Plus Card; On-site Banking Service; Partnerships with Educational Institutions, Gyms, and Food Services. **OUR STORY** La Moda Group is a vibrant organization that creates brands born with high desirability and sales success. For 40 years, we have transformed fashion into experience, behavior, and emotion. Founded in Santa Catarina, the company evolved from a family business into an ecosystem of proprietary brands—including Lança Perfume, easy, My Favorite, and BO—with a national presence across 20 owned stores and distribution in over 3,000 multi-brand retailers. We produce more than 4 million garments annually and export our collections to 18 countries worldwide. We are La Moda. We are the Future! **OUR LA MODA WAY** We were born to bring emotion to people's lives. Here, we believe results stem from a team deeply connected to this purpose, thriving in an environment that challenges, develops, and values each individual. We are composed of professionals who learn and teach daily, dream big, collaborate, question the obvious, and are obsessed with our customers. We value diverse backgrounds, profiles, and career paths. We foster an environment where everyone can grow, embrace new challenges, and build their careers with autonomy and ownership. **WHY JOIN US** Today, we are over one thousand professionals united by the same goal: building relevant brands and a business in constant evolution. We invest in people’s development, strengthen our leadership, and believe in an increasingly diverse, accessible, and future-oriented workplace. If you seek a place to grow, learn, and be part of something bigger, La Moda could be your next career step. \#JoinLaModa