Director, Customer Services, Brazil

At The Coca-Cola Company, we are proud to be one of the world’s most recognized and respected brands, with a legacy spanning over 139 years and a portfolio of more than 200 brands enjoyed by millions globally. Our mission is simple yet powerful: refresh the world and make a difference.

We are seeking a Director, Customer Services, Brazil, to lead and transform the end-to-end Customer Services agenda across Brazil, strengthening customer and bottler partnerships while elevating execution as a true source of competitive advantage and value creation.

This role will be responsible for defining the Customer Services strategy, driving operational excellence, and ensuring best-in-class service levels for our customers across Modern Trade, Convenience, On-Premise, and E-commerce channels. The Director will operate as a critical connector between KO Key Account Leaders, Customers, Bottlers, Commercial, Supply Chain, and Digital teams, enabling a One System / One Voice approach to service excellence.

The role is highly cross-functional and strategic, requiring strong leadership, operational rigor, analytical depth, and the ability to influence senior stakeholders internally and externally.

If you are passionate about building collaborative relationships, influencing at all levels, and delivering sustainable business growth, we want you on our team.

What You'll Do For Us

Customer Services Strategy & Governance

• Lead the development and execution of the Brazil Customer Services strategy, aligned with Commercial priorities, Customer JBP, and System transformation agendas.
• Define service governance models, including KPIs, SLAs, escalation routines, and performance management frameworks by customer and channel.
• Ensure clear accountability and alignment across customers, bottlers, and internal functions.
  
  

Customer & Bottler Partnership

• Act as the senior Customer Services interface for strategic customers, building trust-based, long-term partnerships.
• Strengthen collaboration with bottlers, aligning service capabilities, supply execution, and customer commitments.
• Lead joint customer–bottler service improvement plans focused on fill rate, OTIF, OSA, OOS, DOH, availability, and execution reliability.
  
  

Performance Management, Insights & Analytics

• Define and monitor core service KPIs (e.g., Fill Rate, OTIF, OSA, OOS, Case Fill, Order Accuracy).
• Lead customer and internal performance reviews, translating insights into clear actions and improvement plans.
• Proactively identify service risks, root causes, and opportunities through data-driven analysis and structured problem solving.
  
  

Digital Transformation & Continuous Improvement

• Champion digital enablement across Customer Services, including dashboards, control towers, automation, and customer-facing platforms.
• Partner with Digital and Analytics teams to embed predictive and prescriptive capabilities into service management.
• Foster a culture of continuous improvement, innovation, and simplification.
  
  

People Leadership & Capability Building

• Lead, inspire, and develop a high-performing Customer Services organization across Brazil.
• Build critical capabilities in customer engagement, analytics, process excellence, and cross-functional leadership.
• Promote a culture of ownership, collaboration, and customer obsession.
  
  

Work Focus & Competencies

This Role Requires The Ability To

• Connect KO Key Accounts Leaders, Customer, Bottler, and Business priorities into an integrated service agenda.
• Navigate complex, matrixed, franchise environments with strong influence and collaboration skills.
• Translate operational and service data into clear insights and executive-level narratives.
• Balance strategic thinking with hands-on leadership and execution rigor.
• Lead transformation initiatives in ambiguous and fast-changing environments.
• Build strong networks across functions, KO key accounts leaders, bottlers, customers, and regions.
  
  

Requirements & Qualifications

• 10+ years of leadership experience in Customer Services, Supply Chain, Commercial Operations, or Customer Management.
• Strong understanding of Modern Trade and customer execution dynamics.
• Proven experience leading end-to-end processes (service governance, performance management).
• Demonstrated ability to operate effectively in complex, cross-functional, and franchise-based organizations.
• Strong analytical mindset with the ability to drive decisions through data and insights.
• Portuguese mandatory
  
  

What We'll Do For You

• Global Exposure: Collaborate with world-class leaders and gain access to global best practices and emerging technologies.
• Iconic Brands: Work with one of the most recognized brands in the world and play a key role in shaping its future.
• Learning & Development: Access to robust learning resources, including LinkedIn Learning and leadership development programs, to continuously grow your skills.
  
  

Skills

Media Planning; Leadership; Promotional Strategies; Price Management; Marketing Campaigns; Key Performance Indicators (KPI); Category Management; Integrated Marketing; Sales Analysis; Competitor Analysis; Marketing Strategies; Product Roadmapping; User Experience Analysis; Microsoft Office; Search Engine Optimization (SEO); Communication; People Management; Digital Marketing; Teamwork; Search Engine Marketing (SEM); Brand Management; Finance Strategy; Financial Forecasting

Annual Incentive Reference Value Percentage:30

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.