Wait, What Do You Do?

About BEES Join us to build the future of B2B commerce!   BEES is AB InBev’s B2B platform. Through our ecosystem, merchants and retailers across 29 countries can stock their businesses quickly, easily, and securely.  At BEES, we dream big, lead with purpose, and develop technology that transforms the way retailers and sellers grow.   Every line of code and every partnership is built in service of a single mission: to make commerce better for retailers and sellers around the world. Here, your work is not just important. It makes a difference!   About this opportunity As a Customer Success Manager, you will be the voice of the customer, ensuring their feedback drives continuous improvement. This role requires a strong analytical mindset and a customer-centric approach, combining data-driven decision-making, automation, and AI-powered solutions to scale customer experience excellence globally. You will own the Net Promoter Score (NPS) program end-to-end and lead the Zero Failure Program, managing a team of two analysts and one intern. You will act as the global point of contact for customer success, partnering closely with local CX teams to improve their initiatives, identifying gaps and opportunities, conducting benchmarks, and delivering strategic and data-driven recommendations. You will take a holistic, cross-functional approach to customer satisfaction, working closely with commercial teams, logistics, product, fintech, and other key stakeholders to drive meaningful and scalable improvements.   What you will do:  <ul> <li>Lead and govern the global NPS program across 24 countries, including survey design, insight generation, executive reporting, and action tracking.</li> <li>Own and evolve the Zero Failure Program, ensuring operational failures are consistently tracked, visible, and addressed across all mature markets and functional areas.</li> <li>Serve as the voice of the customer, ensuring insights and feedback translate into tangible business improvements.</li> <li>Define, monitor, and standardize customer experience KPIs to identify risks, opportunities, and long-term improvement areas across markets.</li> <li>Translate customer feedback and behavioral data into prioritized initiatives, product enhancements, and operational improvements.</li> <li>Build scalable frameworks, playbooks, and governance models to ensure consistent global CX execution.</li> <li>Provide governance and actionable insights across additional Voice of Customer (VoC) surveys, including: Rate My Delivery, Rate My BDR, Rate My Service, Club B Survey, and App Parity.</li> <li>Track and implement initiatives aimed at improving app ratings on the Google Play Store and Apple App Store.</li> <li>Conduct deep-dive analyses on customer behavior, operational failures, and VoC signals to identify root causes, trends, and opportunities for scalable improvements.</li> <li>Partner with Data and Product teams to leverage advanced analytics and customer data platforms in support of strategic decision-making and customer experience optimization.</li> <li>Drive the adoption of AI-powered solutions and automation initiatives to improve customer feedback analysis, operational efficiency, and proactive customer experience management.</li> <li>Explore and implement AI agents and workflow automations to streamline reporting, insight generation, action tracking, and customer communication processes.</li> <li>Leverage large-scale customer and operational datasets to proactively identify risks, predict customer pain points, and recommend preventive actions. </li> </ul> We are looking for people with:  <ul> <li>Experience in customer satisfaction, NPS, and VoC program management.</li> <li>Comprehensive understanding of multiple business areas, including product, logistics, finance, customer support, technology, and sales.</li> <li>Strong analytical and problem-solving skills, with the ability to conduct deep dives into customer behavior, operational performance, and VoC data.</li> <li>Hands-on experience with data analysis environments and tools such as Databricks, SQL, or similar analytics platforms.</li> <li>Familiarity with AI, automation, and agent-based solutions applied to customer experience, operational efficiency, or business process optimization.</li> <li>Ability to work with large and complex datasets, ensuring data quality, governance, and actionable interpretation of results.</li> <li>Hands-on experience with customer feedback and communication platforms (e.g., Medallia, Braze).</li> <li>Ability to analyze complex data sets and translate insights into clear, actionable strategies.</li> <li>Advanced skills in Excel and PowerPoint for analysis and executive-level storytelling.</li> <li>Ability to lead, influence, and align stakeholders at all levels of the organization.</li> <li>Experience in project management as a plus, particularly in cross-functional, global initiatives. </li> <li>Advanced English skills.</li> </ul> What we offer  • Performance-based bonus*  • Attendance bonus*  • Private pension plan  • Meal allowance  • Casual office and dress code  • Days off*  • Health, dental, and life insurance plans  • Discounts on medications  • Partnership with WellHub  • Childcare assistance  • Discounts on Ambev products*  • Clube Ben partnership  • Scholarship program*  • School supplies support  • Language learning platforms and training  • Transportation allowance  *Applicable rules apply.

Senior Customer Success Management Analyst