Vice President of Customer Relations

Role Description The Vice President of Customer Relations at Fundação Ageas is a full-time, remote role responsible for leading the customer relations strategy and ensuring exceptional experiences across all touchpoints. This position oversees customer-facing teams, sets performance standards, and drives initiatives to enhance customer satisfaction and loyalty. Day-to-day responsibilities include analyzing customer feedback and metrics, collaborating with sales and service leaders to improve processes, and developing programs that strengthen long-term business relationships. The role also involves defining customer experience best practices, managing key stakeholder communications, and championing a customer-centric culture throughout the organization.

Qualifications

Demonstrated ability in Business Relationship Management and building strategic, long-term partnerships with key customers and stakeholders. Proven track record in Customer Satisfaction and Customer Experience, including designing and implementing initiatives that improve customer metrics and retention. Experience in Sales and Customer Service, with a strong understanding of how these functions intersect to drive revenue and positive customer outcomes. Strong leadership, team management, and coaching skills, with the ability to lead remote teams and influence cross-functional partners. Excellent communication, negotiation, and conflict-resolution abilities, with proficiency in presenting to senior leadership and external partners. Data-driven mindset, comfortable using analytics and customer insights to inform strategy, decision-making, and continuous improvement. Bachelor’s degree in Business, Management, Marketing, or related field; advanced degree or equivalent experience in customer strategy or commercial leadership is an asset. Experience in non-profit, insurance, or financial services environments is beneficial, along with strong cultural awareness and commitment to inclusive, equitable customer relations.