Global NPS Coordinator

At Stefanini Group, we believe in the power of collaboration. We co-create innovative solutions in partnership with our clients, combining cutting-edge technology, artificial intelligence, and human creativity. We are at the forefront of solving business challenges, delivering real impact on a global scale.By joining Stefanini, you become part of a global journey of transformation. We are committed to creating a positive impact not only on businesses, but also in the lives of our employees. If you are looking for an opportunity for professional growth in a company that values innovation, respect, autonomy, and partnership, you will find it here!Join us and be part of the change!Work Model: Hybrid (twice a week at Eusébio Matosso, São Paulo/SP). #LI-JS2 Responsabilidades e atribuições Define and ensure adherence to the global NPS methodology (calendar, target audience, calculation rules, RACI, and LGPD/GDPR compliance). Lead and develop the direct team in Brazil, ensuring the operation of surveys, automations, and global dashboards. Guide and train the network of regional focal points (Customer Success, Delivery, and Sales), ensuring the closed-loop SLA with detractor customers. Lead monthly committees with the regions and report executive indicators and action plans to the board of directors. Requisitos e qualificações Bachelor's degree in Business Administration, Marketing, Engineering, Economics, or related fields. Solid experience in Customer Experience, Customer Success, or Service Quality, with proven track record managing NPS/VoC programs in B2B environments. Previous experience in team leadership and matrix/multi-country management. Proficiency in CX methodologies (NPS, CSAT, CES, closed loop), process mapping (AS IS / TO BE, RACI), survey tools (e.g., Qualtrics, Medallia, SurveyMonkey), and advanced Excel. Languages: Fluent English (mandatory) and intermediate Spanish (mandatory). Nice to have (Differentials):MBA in CX or Business Management; CCXP, NPS Certified Associate, Lean/Six Sigma, or PMP certifications. Background in the IT services, outsourcing, or consulting sectors. Knowledge of CRM (Salesforce or Dynamics 365), Power BI, and basic SQL. Informações adicionais🍛 Vale-alimentação ou vale-refeição;👨🏼‍🎓 Desconto em cursos, universidades e instituições de idiomas;📚 Academia Stefanini — plataforma com cursos on-line, gratuitos, atualizados e com certificado;🗣 Mentoring;💉 Clube de vantagens para consultas e exames;🏥 Assistência médica;🦷 Assistência odontológica;💰 Clube de vantagens e descontos nos melhores estabelecimentos;🛫 Clube de viagens;🐶 Convênio para pets.