Customer Relationship Center Coordinator

Description

Job Summary: We are seeking a professional to lead the Customer Relationship Center, elevating customer experience through efficient, humanized, and data-driven journeys. Key Highlights: 1. Lead and develop the Customer Relationship Center team 2. Ensure excellence in customer experience 3. Integrate the Customer Relationship Center with Marketing, Sales, and Quality If you are passionate about innovation and people, and seek to work in a dynamic, collaborative, and challenging environment, this could be your opportunity to make a difference at FGM. FGM Dental Group operates with the purpose of transforming lives through smiles, delivering health and self-esteem to people worldwide. We work so that people can smile more and better, without fear of being happy! We are looking for a professional to lead our Customer Relationship Center, with the purpose of elevating our customers' experience across all brand touchpoints. This position is strategic and will play a fundamental role in building more efficient, humanized, and data-driven customer journeys, connecting customer service, marketing, and sales departments. We seek a professional with strong leadership and people management capabilities, data- and KPI-oriented, with strategic vision, excellent communication skills, and a relational profile. **Responsibilities and Duties** * Lead and develop the Customer Relationship Center team (customer service, proactive and reactive support); * Structure and optimize customer service journeys, ensuring excellence in customer experience; * Define and monitor performance KPIs (NPS, SLA, AHT, conversion, retention); * Implement continuous improvements in service processes and workflows; * Manage crises and handle critical complaints; * Integrate the Customer Relationship Center with Marketing, Sales, and Quality, ensuring a 360-degree view of the customer; * Support retention, loyalty, and value-generation initiatives within the customer base; * Lead digitalization and automation projects for customer service (CRM, chatbots, omnichannel); * Ensure compliance with policies, quality standards, and regulatory requirements. **Requirements and Qualifications** * Bachelor's degree in Business Administration, Sales, Marketing, or related fields; * Postgraduate degree/MBA in related areas; * Advanced English and Spanish; * Prior experience required in customer service and relationship management. **Additional Information*** **Initial Benefits:** * Transportation Allowance; * Meal Voucher; * Food Allowance; * Wedding Gift; * Birth Gift; * Clarear Program: Comprehensive Health; * Wellhub (Gympass) * **Benefits After Probation Period:** * Health Insurance; * Dental Insurance (DentalUni); * Life Insurance; * Partnerships with Educational Institutions; * Partnerships with Language Schools; * Daycare Assistance (subject to company policies); * Education Assistance \| After 12 months (subject to company policies); *Learn more on our careers page via Gupy or on our website (**https://fgmdentalgroup.com**).* **Transform Lives Through Smiles**, this is FGM's purpose. We are a pioneering and leading company in the dental whitening segment in Brazil, having developed and patented the country's first at-home dental whitener. We are present in over 100 countries, with a portfolio exceeding 400 products, always pursuing excellence and partnerships to transform smiles. FGM continues to grow. We have over 700 employees distributed across five manufacturing plants and four stores located in São Paulo, Rio de Janeiro/RJ, Porto Alegre/RS, and Belo Horizonte/MG, with plans to expand to additional stores across Brazil. We are guided by values such as scientific foundation, performance, agility, and passion. These values drive our daily work and enable us to build lasting relationships with dentists, patients, professors, and researchers across Brazil and internationally. We believe in the power of transforming smiles and strive to improve people's lives through our products. This is our mission and commitment — one that extends to our employees as well, as we are a united team with nearly three decades of history, offering the best solutions in aesthetic dentistry and implantology. Together, we are FGM — transforming smiles and making a difference in dentistry. Join the FGM Family and transform lives through smiles too!