Roles & Responsibilities:
Lead Post-Purchase Support Operations:
Own and manage the customer care operations in Brazil, ensuring seamless post-purchase experiences for eCommerce customers.Support Business Management System (BMS):
Drive the success of core KPIs (e.G., CSAT/OSAT, first-time resolution, aged backlog) by optimizing processes and managing performance.Standardize Global Best Practices:
Drive the implementation of industry best practices across global customer support functions, including supplier contract negotiations and KPI alignment.Identify and Solve CX Pain Points:
Collaborate with IT and regional teams to resolve customer experience issues based on priority.Tool and Process Improvement:
Guide the selection and implementation of tools and systems that enhance customer care operations, ensuring continuous process improvement.Advocate for Best Practices:
Evangelize post-purchase customer care best practices across all customer touchpoints.Technology and Data Management:
Identify and address gaps in technology, data, or platforms that could impact the success of customer support operations and testing strategies.Foster Internal and External Relationships:
Build and nurture strong partnerships to drive alignment and achieve business goals.Promote Ethical Standards:
Cultivate an environment of integrity and ethics where all team members adhere to company standards.What We’re Looking ForAs an experienced leader in post-purchase customer support, you will bring:
Expert Knowledge of Post-Purchase Support:
In-depth experience with post-purchase support strategies and tactics, with a focus on customer satisfaction and retention.Strategic Thinking & Execution:
Proven ability to assess performance gaps, define growth strategies, and drive results across teams.Data-Driven Leadership:
Strong understanding of KPIs and ability to drive meaningful, measurable improvements in customer care operations.Industry Best Practices Knowledge:
Familiarity with customer care best practices both within eCommerce and across adjacent industries.Multitasking & Execution:
A proven track record of managing multiple tasks simultaneously, delivering quality results in a fast-paced environment.Communication Skills:
Strong verbal and written communication skills, with the ability to effectively engage stakeholders at all levels.Adaptability:
Comfortable working in a dynamic, entrepreneurial environment with shifting priorities.Basic QualificationsManagement Experience:
Leadership experience in customer care organizations, with demonstrated progression in responsibility.Analytical & Problem-Solving Skills:
Strong analytical mindset with the ability to solve complex problems and optimize customer care processes.Process-Oriented:
Strong focus on process improvement and operational efficiency.Collaboration Skills:
Ability to collaborate effectively in a matrixed environment, working with global teams across regions.Preferred QualificationsLanguage:
English fluency to enable global collaboration across global Lenovo teamsCRM Experience:
Familiarity with MS Dynamics and other customer relationship management tools.E-Commerce & Consumer Electronics:
Experience in eCommerce customer care, particularly in consumer electronics, FMCG, or durable goods sectors.Agency and Client Perspective:
Experience working both on the agency side and client side of customer care operations.