Customer Success Manager

Responsibilities

• Lead and govern the global NPS program across 24 countries, including survey design, insight generation, and executive reporting.
• Own and evolve the Zero Failure Program to ensure operational failures are tracked and addressed across all markets.
• Serve as the voice of the customer by translating feedback and behavioral data into prioritized product and operational improvements.
• Define, monitor, and standardize customer experience KPIs to identify risks and long-term improvement areas.
• Drive the adoption of AI-powered solutions and automation to streamline reporting, insight generation, and proactive customer management.
• Partner with Data and Product teams to leverage advanced analytics and customer data platforms for strategic decision-making.
• Manage a team consisting of two analysts and one intern.

Requirements

• Proven experience in customer satisfaction, NPS, and VoC (Voice of Customer) program management.
• Hands-on experience with data analysis tools such as Databricks or SQL.
• Experience using customer feedback and communication platforms like Medallia or Braze.
• Advanced proficiency in Excel and PowerPoint for data analysis and executive-level storytelling.
• Advanced English communication skills.
• Strong analytical mindset with the ability to translate complex datasets into actionable strategies.
• Familiarity with AI, automation, and agent-based solutions applied to customer experience.

Preferred Qualifications

• Experience in project management, particularly leading cross-functional, global initiatives.
• Comprehensive understanding of diverse business areas including logistics, finance, technology, and sales.

Benefits

• Performance-based and attendance bonuses.
• Private pension plan and meal allowance.
• Health, dental, and life insurance plans.
• Childcare assistance and scholarship programs.
• Discounts on medications and Ambev products.
• Language learning platforms and training.
• Transportation allowance.

About the Company

BEES is AB InBev’s B2B platform. Through our ecosystem, merchants and retailers across 29 countries can stock their businesses quickly, easily, and securely. We develop technology that transforms the way retailers and sellers grow, working with a single mission: to make commerce better for retailers and sellers around the world.