Job Summary: We are seeking an analytical and proactive professional to optimize processes, manage KPIs, and ensure quality in customer management, driving continuous improvement. Key Highlights: 1. Optimize processes and operational workflows 2. Act as an interface between various departments to ensure alignment and fluidity 3. Develop projects and solutions for governance and customer quality We are Coca-Cola FEMSA (KOF), the world’s largest Coca-Cola bottler and distributor by volume. Every day, we serve over 381 million people across Latin America. Our team of more than 80,000 employees enables us to represent over 169 leading brands across the territories where we operate. At Coca-Cola FEMSA, every day is an opportunity to learn and grow. Would you like to join our team? Work Location: Jurubatuba, São Paulo **KEY RESPONSIBILITIES** We seek an analytical and proactive professional who serves as a reference in Customer Management processes. Responsibilities include monitoring KPIs, identifying improvement opportunities, facilitating cross-departmental alignment, ensuring process quality, and contributing to the continuous evolution of customer base management—with a focus on efficiency, automation, and results generation. * Map, document, and optimize processes and operational workflows, identifying operational gaps and opportunities for continuous improvement, automation, and reduction of manual tasks to increase efficiency. * Collaborate with operational teams to deliver training, alignment sessions, process execution monitoring, and team development support—ensuring high-quality, standardized application of departmental rules and guidelines. * Serve as the interface between Commercial, Tax, Credit & Collections, Market Assets, IT, Roadmap, and other stakeholders—ensuring alignment, communication of changes, integration, engagement, and smooth handling of requests while delivering improvements and training. * Develop and execute departmental initiatives focused on implementing solutions for governance, customer quality, and customer base management—ensuring continuous monitoring and identification of opportunities, trends, risks, and inconsistencies to enhance the customer database for data-driven decision-making. * Prepare diagnostics, critical analyses, action plans, and strategic recommendations to evolve processes and improve outcomes related to the customer base and departmental processes. * Design and maintain dashboards, controls, and managerial KPIs to monitor performance, quality, and process evolution. * Be capable of developing and maintaining processes using Power Automate, Power BI, and VBA; knowledge of programming languages (SQL, Python, etc.) is required. **Profile Requirements:** * **Education**: Completed Bachelor’s degree. * **Desired Experience**: Experience in Customer Management, processes and workflows, Commercial, Planning, Auditing, or Tax functions. * **Desired Technical Skills**: SAP, Advanced Excel and Power BI, Intermediate PowerPoint, VBA, SQL. * **Interpersonal Competencies**: Analytical mindset, interpersonal skills, customer focus, teamwork, adaptability, and proactivity. * **Languages**: English and Spanish preferred. **What We Offer:** PPR (Profit Participation Program) Health Insurance Dental Insurance Group Life Insurance Meal Allowance On-site Restaurant Employee Purchase Program (at current published prices) Pharmacy Benefit: payroll-based credit reimbursement Credit Cooperative School Kit: delivered at the beginning of the academic year for dependents Birthday Kit Christmas Kit Toy Allowance: delivered in October for dependents. Mental Health Platform (Orienteme) Totalpass – Cooperfemsa (Optional) On-site Gym (Strength Training, Pilates, Yoga and Mindfulness, Spinning, and Beach Tennis) 2 days-off per year Birthday Short-day If you meet the requirements and your goal is to learn, grow, and build a successful career, we invite you to submit your application. At Coca-Cola FEMSA, we believe talent is the key to success. At KOF, we are committed to providing equal development opportunities for all candidates—regardless of origin, race, marital status, age, political affiliation, gender, creed, cultural association, union membership, socioeconomic class, family situation, pregnancy, language, sexual orientation, gender identity, disability, illness, nationality, migration status, or any other reason. We value diversity because it makes us stronger. At FEMSA, Coca-Cola FEMSA, OXXO, FEMSA Packaging, and FEMSA Logistics, ALL recruitment and selection processes are FREE OF CHARGE for all candidates.
João Silva
Indeed · HR
João Silva
Indeed · HR
