Coordenação de Experiencia - Canais Críticos

The role

This person will manage iFood's reputation across external channels including Social Media, Reclame Aqui, ConsumidorGOV, Procon, and Litigation. They will lead a team of 9 direct reports and over one hundred outsourced workers while managing a BPO partner.

What you will do

• Manage iFood reputation in external channels such as Social Media, Reclame Aqui, ConsumidorGOV, Procon, and Litigation.
• Build strategy and lead execution of improvement projects to leverage brand performance in channels.
• Directly manage 9 people with routines for feedback, PDI monitoring, and iFood management model execution.
• Manage a BPO partner with focus on efficiency, quality, and results delivery.
• Govern indicators, monitoring rituals, and operational improvement projects for internal and external teams.

Required qualifications

• Experience in Reclame Aqui, including site dynamics and reputation assessment.
• Experience in Social Listening and SAC management of brands or public figures.
• Experience in reputation crisis management involving social media and press.
• Experience in managing ConsumidorGOV and Procon, agreement negotiation, and connection with legal offices.
• Strategic use of data with experience in building reports, channel performance indicators, and leadership presentations.
• Complete graduation.

Nice to have

• Ability to transition between operation and innovation.
• Use of artificial intelligence in daily tasks and construction of complex schemes for operation management.
• Autonomy and Strategic Thinking in high complexity environments.
• Direct and indirect leadership, people development, and good interpersonal relationships.
• History of managing internal and outsourced teams.

About the company

iFood is a Brazilian technology company and reference in Latin America. It connects thousands of restaurants to millions of consumers through innovative solutions.