Job detail for Customer Management Coordinator

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Job Description

About the opportunity

We are looking for a Sales Support Operations Coordinator to lead one of the most important transformation journeys in our Commercial area.

The main mission of this position will be to completely redesign the area's operational model, driving the evolution of processes, governance, and the experience of the sales force. More than just managing an operation, we are looking for a leader capable of challenging the current model, implementing new ways of working, using technology as an efficiency accelerator, and building a modern, scalable, and data-driven operation.

You will be responsible for managing a team that acts as operational support for the sales force, ensuring excellence in service, high availability of services, process compliance, and continuous evolution of the operation.

**Key **

Operational Leadership

• Lead the Sales Support operation, ensuring excellence in the execution of administrative processes that support the commercial cycle.
• Develop and monitor team performance through goals, indicators, and development plans.
• Ensure high levels of quality, productivity, SLA, and internal customer satisfaction.
• Act as the main interface between Operations, Commercial, Technology, Products, Legal, Compliance, and other corporate areas.

Transformation and Change Management

• Lead the area's transformation program, promoting the redesign of 100% of operational processes, eliminating low-value-added activities, and simplifying the sales force's journey.
• Structure Change Management initiatives, ensuring communication, engagement, training, and adoption of new processes.
• Identify opportunities for automation, digitalization, and standardization of operations.
• Lead strategic continuous improvement projects using Lean, Agile, BPM, or similar methodologies.
• Work on the implementation of new operational models, ensuring stability throughout the transformation process.

Indicator and Performance Management

• Define, monitor, and evolve operational indicators (KPIs) and strategic indicators for the area.
• Continuously monitor service levels (SLA), productivity, quality, backlog, operational capacity, and internal customer experience.
• Prepare executive dashboards and analyses to support decision-making.
• Implement visual management rituals and operational governance.
• Develop action plans based on indicators and root cause analysis.

Service Excellence

• Ensure the best experience for the sales force throughout the service journey.
• Monitor the quality of service provided by the team.
• Act preventively in identifying operational risks and opportunities for improvement.
• Promote a culture of customer focus, collaboration, and continuous improvement.

Main challenges of the position

• Lead the complete transformation of the Sales Support operation.
• Fully redesign existing processes, making them simpler, digital, and scalable.
• Significantly increase levels of operational efficiency and productivity.
• Structure indicators that provide predictability and real-time management of the operation.
• Build a culture oriented toward data, innovation, and continuous improvement.
• Incorporate Artificial Intelligence and automation as central elements of the operational strategy.
• Ensure an exceptional experience for the sales force, reducing service time and increasing the perceived value of the operation.

Why is this position strategic?

The Sales Support area is one of the main enablers of the company's revenue generation. The Coordinator will be a protagonist in building a new operation that is more efficient, digital, scalable, and data-driven.

Your challenge will be to transform historically operational processes into a modern, intelligent structure that is highly integrated with the business, using technology, automation, and Artificial Intelligence to increase the productivity of the sales force and continuously improve the experience of our internal customers.

Qualifications

What we are looking for

Requirements

• Completed Bachelor's degree.
• Consolidated experience in operations leadership, commercial backoffice, Sales Operations, Sales Administration, or related areas.
• Experience in managing teams.
• Experience in managing operational indicators, SLA, productivity, and quality.
• Track record of leadership in organizational transformation and process redesign projects.
• Excellent analytical capacity and data-driven decision-making.
• Executive communication and ability to influence different levels of the organization.

Preferred qualifications

• Postgraduate degree or MBA in Management, Processes, Operations, or Projects.
• Lean, Six Sigma, BPM, Scrum, or Agile certifications.
• Experience with Power BI, Power Platform, or Analytics tools.
• Knowledge of process management (BPMN) and journey mapping.

Artificial Intelligence

It will be considered an important differentiator to have experience in applying Artificial Intelligence for productivity gains and operational transformation, including:

• Implementation of solutions based on Generative AI (ChatGPT, Microsoft Copilot, Gemini, or similar).
• Use of AI for automation of administrative processes.
• Structuring virtual assistants to support the operation.
• Application of AI in knowledge generation, document analysis, service, and team support.
• Identification of opportunities for intelligent automation and reduction of manual activities.
• Leadership of initiatives aimed at digital transformation supported by AI.

Expected competencies

• Inspiring leadership and people development.
• Strategic vision with strong execution capability.
• Change Management.
• Systems thinking.
• Strong analytical capacity.
• Results-oriented.
• Management by indicators.
• Resilience in transformation environments.
• Communication and influence.
• Customer focus.
• Digital and innovative mindset.

Additional Information

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

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