Service Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Management of delivery partners: select, onboard/certify, enhance and monitor performance (SLA, OTIF, costs).

• Strategic management of client relationships: serve as a consultative partner, ensuring satisfaction, retention, and growth.

• Planning and governance: create success plans for clients and partners, aligning objectives and KPIs.

• Analysis and continuous improvement: track indicators (NPS, SLA, cost per delivery), recommend solutions and optimizations.

• Negotiation and contracts: negotiate commercial terms with partners and clients, ensuring compliance and profitability.

• Risk management: guarantee adherence to legal regulations, internal policies, and LGPD (Brazilian Data Protection Law).

• Executive reporting: deliver results and insights to leadership and clients.

• Financial oversight of accounts.

⛳️ Requirements

• Education: Bachelor's degree in Business Administration, Engineering, Logistics, Marketing, or related fields.

• Experience: Over 5 years in operations/logistics/supply chain and account management or Customer Success.

• Proficient in Excel and Power BI.

• Familiarity with CRM (Salesforce, Dynamics) and ERP/TMS/WMS systems.

• KPI management experience (OTIF, SLA, NPS, churn).

• Languages: Proficient in English.

• Strong and persuasive communication skills.

• Negotiation and influencing capabilities.

• Results-driven with a strong focus on customer satisfaction.

• Analytical mindset with problem-solving skills.

🏝️ Benefits

• Meal allowance or meal voucher.

• Discounts on courses, universities, and language schools.

• Stefanini Academy — a platform offering free, up-to-date online courses and certification.

• Mentoring opportunities.

• Healthcare benefits club for consultations and exams.

• Medical insurance.

• Dental insurance.

• Employee discount club with offers at leading establishments.

• Travel club.

• Pet care benefits.