Vice President of Customer Relations

Role Description The Vice President of Customer Relations at Banco Coopnacional is a full-time remote role responsible for overseeing the end-to-end customer relationship strategy and execution. This role leads teams focused on customer service, customer experience, and relationship management, ensuring consistent, high-quality interactions across all channels. The Vice President monitors customer satisfaction metrics, identifies improvement opportunities, and collaborates with sales and product teams to align customer needs with business goals. Daily responsibilities include setting performance targets, reviewing customer feedback, resolving escalated issues, guiding the implementation of customer-centric initiatives, and reporting outcomes to senior leadership. The role also involves developing policies, training programs, and best practices to support a culture of service excellence and long-term customer loyalty.
Qualifications
Demonstrated expertise in Business Relationship Management and Customer Experience to build and sustain long-term, strategic customer partnerships.
Proven track record in Customer Satisfaction and Customer Service, including managing support teams and improving service quality and responsiveness.
Experience in Sales and customer-focused revenue growth, with the ability to align sales activities with customer needs and retention goals.
Strong leadership and people management skills, including coaching, performance management, and cross-functional collaboration.
Excellent analytical skills, with experience using customer data, KPIs, and feedback to drive decisions and improvements.
Outstanding communication and negotiation skills, with the ability to represent customer interests to senior executives and internal stakeholders.
Background in financial services or banking is highly beneficial, with understanding of regulatory and compliance considerations related to customer relations.
Bachelor’s degree in Business, Marketing, Communications, or a related field; advanced degree (MBA or equivalent) is a plus.
Comfort with remote leadership, digital collaboration tools, and managing distributed teams across multiple locations.

Work arrangement
Yes