Job Title: Gerente de Vendas

Location:

BR

About the role:

A key driver of Versuni’s Direct-to-Consumer (D2C) growth strategy in Brazil, this role is responsible for leading and optimizing the end-to-end consumer care experience across all D2C channels.

The position plays a pivotal role in driving consumer satisfaction, operational excellence, and sustainable business growth through innovative consumer care solutions, strategic partnerships, and data-driven decision-making.

The impact you’ll make:

Lead and accelerate the growth of Versuni’s D2C consumer care operation in Brazil, enhancing consumer experiences and supporting commercial ambitions across online channels.
Design, implement, and continuously improve consumer care journeys across Versuni’s D2C ecosystem, ensuring a seamless and premium customer experience.
Manage and optimize Online Store Service NPS and operational SLAs, proactively identifying opportunities to improve service quality and efficiency.
Partner closely with D2C, Supply Chain, Commercial, and Market teams to support new business initiatives, market expansions, and consumer care strategies.
Oversee the performance and quality delivered by external consumer care agencies and partners, ensuring alignment with Versuni standards and customer expectations.
Act as the Voice of the Consumer (VoC) advocate, leveraging consumer insights and feedback to influence decision-making and improve the end-to-end customer journey.
Develop and manage scalable consumer care resource models in partnership with call centers and external agencies, balancing service excellence with operational efficiency.
Drive innovation in consumer care capabilities to support conversion, retention, and loyalty initiatives within D2C channels.
Use operational and consumer data analytics to identify trends, optimize processes, improve service delivery, and support strategic business decisions.
Collaborate cross-functionally to remove operational barriers, simplify processes, and accelerate issue resolution to deliver best-in-class consumer experiences.
Lead continuous improvement initiatives focused on customer satisfaction, productivity, automation, and digital transformation within the D2C care environment.
Own and deliver key operational KPIs related to service performance, consumer satisfaction, cost efficiency, and team effectiveness.

The skills and knowledge you’ll bring:

Bachelor’s degree required; Master’s degree or MBA is a plus.
Fluent in English and Portuguese is mandatory; Spanish is a plus.
Minimum 5 years of experience in E-commerce, Consumer Care, Customer Experience, or D2C operations.
Proven experience managing external agencies, call center operations, and consumer service performance.
Strong knowledge of D2C business models, digital commerce operations, and customer experience management.
Experience working in complex, cross-functional, and multicultural environments with the ability to influence stakeholders at multiple levels.
Strong analytical mindset with experience using consumer insights and operational data to drive decision-making.
Consumer obsessed, collaborative, entrepreneurial, and solution-oriented profile.
Strong communication, stakeholder management, and problem-solving capabilities.
Experience leading transformation, process improvement, and operational excellence initiatives.

Career Band - Level:

Professional - Specialist

Ready to make an impact?

From developing game-changing air fryers to perfecting the art of coffee making, Versuni’s purpose is turning houses into homes — and we’re calling on your talent to bring it to life. Join our global team of 6,000+ passionate individuals, work with world-class brands, and shape the future of home living. We’re ready for you — are you ready for us?

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