Marketing Coordinator – Customer Experience

Description

Job Summary: This professional will be responsible for planning and implementing the CX strategy, coordinating teams, defining KPIs, and promoting a customer-centric culture. Key Highlights: 1. Plan and implement Customer Experience (CX) strategies. 2. Coordinate teams of analysts and specialists. 3. Promote cross-departmental integration to foster a customer-centric culture. **Growing together has always been our way!** People are the driving force behind our work. The sum of our differences—through collaboration, creativity, and continuous learning—propels us to greater heights. Join our team and help us transform the dairy universe***.*** ***\#JoinAlvoarDairy*** **Responsibilities and Duties** * Plan and implement the organization’s CX strategy. * Coordinate the team of analysts and specialists, assigning tasks and monitoring results. * Define and monitor key performance indicators (NPS, CSAT, CES, churn, retention). * Promote integration across departments (marketing, sales, customer service, product) to strengthen a customer-centric culture. * Lead continuous improvement initiatives across the customer journey. * Present reports and insights to senior leadership to support strategic decision-making. * Develop training and capacity-building programs for internal teams. * Act as the voice-of-customer champion, ensuring feedback is incorporated into company practices. **Requirements and Qualifications** * Bachelor’s degree in Administration, Marketing, Communications, or related fields. * Prior experience managing customer service, support, or customer experience teams. * Proven experience designing processes and defining business rules, with a focus on operational efficiency and strategic alignment. * Experience leading customer journey improvement projects and implementing satisfaction metrics (NPS, CSAT). * Familiarity with CRM tools and omnichannel customer service platforms. * Knowledge of Customer Success methodologies and Experience Design (e.g., Customer Journey Mapping, Service Design). * Ability to analyze data and generate actionable insights for decision-making. * Competencies: Communication, Customer Focus, Initiative, Results Orientation, Resilience, Agility, and Innovation. **Additional Information** * Market-competitive salary; * Meal or food allowance; * Transportation allowance; * Group life insurance; * Partnerships with institutions; * UNIMED health plan; * Optional dental plan; * Dairy benefit; * Online store for discounted product purchases; * Parking; * Profit-sharing program (PLR) based on goal achievement. A shared passion for milk, for rural life, and for hard work led two major dairy brands—Betânia and Embaré—to unite and strengthen the dairy universe, giving rise to our thriving partnership: **Alvoar Dairy**. Going beyond, transforming, and reaching new heights. The strength of our roots, the simplicity of our work, and the efficiency of our execution guarantee our vision: **"We are more than products that nourish the body."** **We are over 4\.500 employees across 9 factories and 21 distribution centers, offering a complete dairy portfolio of 250+ products available at thousands of retail points throughout Brazil and in over 45 countries.** **Our Purpose:** Empower our roots to strengthen the dairy universe. **Our Values:** Every morning brings a new opportunity to grow; Simplicity in doing, efficiency in execution; A good business is only truly good if it benefits everyone; Together, we fly higher. **\#JoinAlvoarWithUs!**