Global Customer Satisfaction Manager

AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa.

BEES was founded in 2019 at ABI’s new venture cell and is the world’s tenth largest e-commerce player when ranked by gross merchandise volume. At its simplest, BEES is a next generation B2B platform where millions of retailers, across 19 markets, can browse products, place orders, earn rewards, arrange deliveries, manage invoices, and access business insights all from one place. Through our B2B e-commerce and SaaS platform, we bring the power of digital sales to small and medium-sized retailers, making their businesses easier to manage, more efficient and profitable, and democratizing growth opportunities across the globe.

We are hiring a Customer Satisfaction Manager to lead our efforts in optimizing our customer satisfaction strategy and implementation globally. As the Global Customer Satisfaction Manager, you will play a pivotal role in ensuring our customers’ voices are heard and so we can continuously improve their experiences with our platform, products, and services. You will oversee BEES’ Net Promoter Score (NPS) survey process, from creating effective survey methodologies to ensuring data integrity. You will also be a key influencer, working closely with cross-functional teams to implement strategies that enhance customer satisfaction. Your insights will be instrumental in shaping business decisions, and you will have the unique opportunity to lead C-level forums to review our customer satisfaction performance and initiatives.

Responsibilities

• Act as the voice of the customer, ensuring that feedback drives continuous improvement.
• Own the entire NPS survey process: design, distribution, analysis, and reporting.
• Monitor NPS triggers, ensuring that we take timely and appropriate actions.
• Lead cross-functional efforts to improve customer feedback systems and identify trends.
• Collaborate with product and operations teams to address areas affecting customer satisfaction.
• Lead and present customer satisfaction data and actionable insights to C-level leadership.

Hard Skills

• Experience in customer satisfaction and NPS management, in the tech or consumer goods sector.
• Experience using customer feedback tools and comms platforms like Medallia and Braze.
• Strong understanding of survey methodologies, reporting standards, and data integrity.
• Ability to interpret complex data sets and translate them into actionable strategies.
• Exceptional project management skills with experience handling cross-functional initiatives.
• Ability to lead and influence stakeholders at all levels of an organization.
• Experience presenting to C-suite executives or senior management.

Soft Skills

• Customer-centric: passion for understanding the customer journey and advocating for them.
• Adaptable: comfortable working in a fast-paced environment, with the ability to pivot as needed.
• Excellent communication skills: ability to simplify complex data for clear reporting.
• Influence and leadership: a collaborative leader who can drive action and build consensus.

Other

• High proficiency in Portuguese (fluent), English (fluent), Spanish (nice to have and open to learn).
• Location: São Paulo / Campinas.