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Customer Relationship Manager
Câmara de Comercialização de Energia Elétrica - CCEE (Chamber of Electric Energy Commercialization). Ensure consistent and satisfactory customer experiences by integrating strategy, operations, and people leadership.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience Management, utilizing data-driven insights to enhance customer satisfaction and operational efficiency. Proven ability to lead teams, implement customer relationship strategies, and foster collaboration across departments.
Highest-signal resume keywords
Customer Experience ManagementPeople Leadership and DevelopmentCRM Implementation and EnhancementOperational Metrics KnowledgeChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Relationship ManagementCustomer SegmentationService Journey DesignVoice of the Customer (VoC)Experience MetricsJourney AnalyticsAutomationArtificial IntelligenceNegotiationContinuous Improvement
Soft Skills
Clear CommunicationTeam EngagementCoordinationInfluence
Tools & Technologies
Digital ChannelsCRM SoftwareData Analytics Tools
Certifications & Qualifications
Bachelor’s Degree in Business AdministrationPostgraduate Degree or MBA in Related Fields
Industry Keywords
Customer SuccessElectric Power SectorRegulated MarketsComplex Operations
About the role
Key responsibilities & impact- Ensure consistent and satisfactory customer experiences by integrating strategy, operations, and people leadership.
- Implement the customer relationship strategy.
- Monitor customer experiences, understand their needs, and represent their voices internally.
- Support the resolution of critical issues safely and in compliance with applicable requirements.
- Manage customer service processes and channels.
- Monitor performance indicators and results.
- Turn data and feedback into improvement initiatives.
- Coordinate integrated solutions with other departments.
- Lead and develop the team.
- Translate objectives into priorities and monitor performance.
- Strengthen capabilities and foster a collaborative, healthy, customer-oriented environment.
- Engage people and coordinate solutions across departments.
- Responsibly use automation, CRM, data, and Artificial Intelligence in customer service.
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Economics, Engineering, or related fields.
- Knowledge of customer service, customer relationships, and customer management.
- Knowledge of customer segmentation, service journey design, and relationship strategies.
- Knowledge of Customer Experience, Customer Success, and Voice of the Customer (VoC).
- Knowledge of experience and operational metrics, such as NPS, CSAT, CES, resolution rate, productivity, and quality.
- Knowledge of relationship marketing, CRM, digital channels, automation, and Artificial Intelligence applied to customer experience.
- Ability to plan, prioritize, and monitor operational and strategic demands.
- People leadership and development.
- Change management, clear communication, and team engagement.
- Negotiation, coordination, and influence with customers, leaders, partners, and internal departments.
- Clear and effective verbal and written communication suited to different audiences and situations.
- A postgraduate degree, MBA, or specialization in Business Management, Customer Experience Management, Marketing, People Management, or related fields is desirable.
- Differentiators include: experience in the electric power sector, regulated markets, or highly complex operations; experience in Customer Experience, Customer Success, account management, or customer service transformation; implementation or enhancement of CRM, digital channels, automation, or Artificial Intelligence; leadership of teams and projects; proficiency in experience metrics, journey analytics, and Voice of the Customer; and a track record of continuous improvement.
Benefits
Comp & perks- Health and dental insurance
- Psychosocial support
- Mental Health Program
- Health Center offering physicians, nutritionists, reflexology, reiki, and personal trainers
- Physical activity program
- Pet Love benefit
- Childcare assistance
- Pharmacy assistance
- Home office allowance
- Meal, food, and mobility vouchers
- Transportation allowance
- Time-off compensation calendar
- Birthday day off
- Extended parental leave
- Language learning subsidy program
- Private pension plan
- Profit-Sharing Program
- Life insurance
- Vaccination campaigns
- Pregnancy support program
- Chronic disease management
- Executive health check-up
- Hybrid work