Coordenador(a) de Relacionamento Comercial
The Coordenador(a) de Relacionamento Comercial at Serasa Experian will lead strategic initiatives in the dynamic commercial relationship sector, focusing on high-value client engagement and consistent results. This role involves managing B2B relationships, particularly with small and medium-sized enterprises (PMEs), and guiding a team towards achieving new performance levels.
Key responsibilities include leading a results-oriented team, enhancing productivity with a client-centric approach, and fostering an environment that encourages team members to excel through motivation and autonomy. The coordinator will monitor Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, directing team actions aligned with customer cancellation journeys in coordination with Customer Success initiatives. Additionally, the role involves ensuring adherence to contract negotiation processes, client support, and retention strategies, as well as applying commercial policies, discounts, and contract renegotiations in line with financial loss strategies. Analyzing negotiation and retention data to guide the team and refine negotiation matrices is also a critical aspect of this position.
Candidates should have experience managing customer service or client relationship teams, with proficiency in multichannel operations such as voice, chat, and email. A background in client retention or loyalty programs is essential, along with the ability to analyze performance indicators and improve processes. Experience in team development and end-to-end journey management is also required.
Serasa Experian is committed to creating a better future by expanding opportunities for individuals and businesses. With over 4,000 employees in Brazil, the company fosters an inclusive culture that values diversity and personal well-being. Recognized as one of the most innovative and best companies to work for, Serasa Experian offers a dynamic environment where professionals can thrive and advance their careers.