Douglas Domingues

Experience

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  Secretaria da Educação do Estado de São Paulo

  Jan 2009 - Jan 2015

  Institutional and Government Relations Advisor

  Work developed at the Secretaria da Educação do Estado de São Paulo.Actions and Challenges:• Relationship with municipal and state public agencies to create educational and social projects;• Leadership of 10 social agents;• Assistance to parents and students in school units to improve the relationship with their professionals;• Management of the "Acessa Escola" program to increase people's access to technology;• Administrative activities.Main results:• Trophy delivered as "Destaque em Inovação do ano - 2014" by the State Governor. Show less

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  Xerox

  Jan 2015 - Jan 2018

  Project Management Consultant

  Xerox Corporation is an American company based in Stamford that operates in the information technology and documentation sector.Actions and Challenges:• Management of external customer contracts;• Outsourcing Project: Human Resources administrative activities with a focus on the employee to work better in the customers;• Recruitment and selection of profiles and Training and development of people to work with external clients;• Management of partnerships with third sector institutions;• Internal communication and support for internal events. Show less

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  Gympass

  Jan 2018 - Jan 2019

  Customer Success Executive

  Gympass is the main application that allows you to access gyms worldwide through a monthly subscription or payments with recurring revenue.My activities were customer engagement and retention strategies with an average of 17,000 B2B customers in the database.Actions and Challenges:• Relationship with multi-channel Brazil gym academies;• Development of strategies and negotiations for retaining B2B customers;• Structuring of operational solutions together with the B2C Engagement, Marketing and Financial departments;• New sales;• ReclameAqui management, reducing the complaints rate by 10% in one quarter;• Creation of programs and training to revert customer cancellation and meet their needs, surpassing the satisfaction and experience of the accounts;• Integrated communication planning and Digital Marketing.Main results: 40% reduction in churn during the semester Show less

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  Customer Force

  Jan 2019 - Dec 2024

  Founder and Community Manager

  Customer Force is the largest Customer Success and Customer Experience community in Brazil! Founded in January 2019, the network comprises more than 15,000 professionals, who have access to the concepts, practices, studies and trends of CS and CX. Our purpose is to form an innovation ecosystem in the market, allowing these areas to grow in a solid and strategic way. To this end, we carry out and disseminate research to map the main changes and trends in consumer behavior, we develop unpublished content of our own editorial nature, we enable networking between professionals from different sectors and we promote exclusive editions of Customer 360º, an event that delivers a different experience from Customer Force Edition methodology, designed by the community.In Customer 360º editions, there is support and partnership with the main and most important companies in Brazil and the world, of small, medium and large sizes. Be part of this movement and become a CFer CSX. Be the client's strength!Access: www.customerforce.com.br Show less

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  Xerpa

  Jan 2019 - Jan 2020

  Customer Success Supervisor

  Xerpa is the modern solution for labor bureaucracy: an online HR platform that transforms the way companies relate to their employees, creating happier and more productive work environments.There are 2 products: one directed to company DPs (Xerpa HRE) and another to employees (Xerpay), which allows them to withdraw their wages every day with ease and without bureaucracy.Actions and Challenges: • Manage Enterprise accounts and the customer journey from the implementation phase (Onboarding) to Ongoing, maintaining a strategic and active relationship;• People management• Development of research and methodologies for satisfaction and presentation to the leadership;• Structuring plans for in-person visits and training for base customers for relationships, engagement and retention;• Direct participation in launching customers;• Development of the customer journey and evaluation of opportunities and breaks in the touchpoints;• Evaluation and construction of goals based on the "OKR" methodology (Objectives and Key Results);• Cross-Sell and Up-Sell management;• Application and evaluation of the NPS research methodology and CS and CX metrics (CaC, LTV, Churn, Engagement, Activation, Adoption, FCR, payments etc);• Development of a strategic communication plan based on content and rules of engagement proposed to base customers;• Author of the "Customer Rope Team" project to train and develop the Customer Success team. Show less

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  Uber

  Jan 2019 - Dec 2019

  Structuring of a new department focused on business development to UberEATS franchisees.• Structuring the department, action plans and measuring results;• Management of medium and Enterprise customers in 3 regions of Brazil and their capital cities• Management of Marketing campaigns to pre-scaled and mapped restaurants;• Analysis of Customer Success metrics by internal system and CRM (Customer Relationship Management) to present assertive solutions for franchisees and structure a profitable business plan;• Mapping and boosting the expansion of active clients operating with the Territory team;• Churn reversal and application of customer retention strategies• Construction and execution of the client's journey;• Internal relationship with the Sales, Onboarding, Photography, Customer Management and BPO departments;• Offering remote training to new small, medium and large accounts;• Construction of training materials and playbooks. Show less UberEATS Mid-Market and Enterprise restaurant management• Expansion of customers with new sales strategies• Development of targeted and integrated communication to increase sales and use of the product• Construction and execution of the customers' journey and playbooks;• Relationship with potential customers through communication channels to gain scale and volume of orders in the application;• Organization of national customer launch events;• Remote training for new accounts in person and remotely. Show less

  • Strategic Business Executive

    Jul 2019 - Dec 2019

  • Customer Relationship Executive

    Jan 2019 - Jul 2019
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  Conexa Saúde

  Jan 2020 - Jan 2022

  Head of Customer Success

  Conexa Saúde is the largest medical management, telemedicine and digital medicine platform in Latin America, responsible for integrating patients and health professionals through Technology.Actions and Challenges: • Leadership of the Customer Service, Account Manager and Onboarding teams;• Implementation of Customer Success and Customer Experience methodologies;• Construction and analysis of OKR and business KPIs of the department and the company• Control and report operational indicators of the customer engagement and retention area;• Analysis and structuring of CX and CS indicators, such as: NPS; Churn, CSAT; CES; LTV, FCR, DAU, WAU, MAU, among others;• Mapping the customer journey in all service channels, identifying and proposing improvements in the company's processes;• Diagnostics and improvement opportunities for user engagement and retention;• Optimize auxiliary processes and resources to improve team productivity;• Structuring playbooks, communication rules and customer marketing actions;• Reporting results to business management;• Cross-sell and up-sell strategies focusing on new sales on the SaaS product.Main results: • 30% increase in new customers registered in the database in 5 months• Retention of 95% of customers who requested cancellation• Construction of training programs and team development in partnership with the human resources department Show less

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  How Bootcamps

  Jan 2020 - now

  Customer Success Mentor

  Mentor of How's Customer Success bootcamp. Teacher and holder of CS workshop for professionals at the beginning of their careers.

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  Portal Customer

  Oct 2020 - Feb 2024

  Columnist of Customer Relationship Management, Customer Success and Integrated Communication

  Portal Customer brings the principals specialists in Customer Relationship Management, Technology and Marketing in the market and is dedicated to content in these areas.The objective is to share, throughout our Brazil, a culture centered on the customer with intelligence and authority.Access and know: www.portalcustomer.com.br

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  ABPRH - Associação Brasileira dos Profissionais de RH

  Jan 2021 - Jan 2023

  Relationship Director

  ABPRH was created in 1960 by a group of professionals in the area of ​​People Management who came together with the aim of exchanging experiences and ideas that would contribute to the development of their companies and teams.As Content and Media Director, my missions are helping People & Management squad gain scalability:• Construction and execution of customer marketing action plans;• Form partnerships with partner companies of the association;• Create and audit contents related to Employee Branding, Employee Experience and Leadership;• Support in the construction of the communication plan and analysis of the result indicators. Show less

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  IEL - Instituto Euvaldo Lodi

  Jan 2022 - now

  Invited Teacher of Customer Success Management

  Teacher of Customer Success Management and Customer Success Innovation courses. The subjects covered by Douglas Domingues cover the following subjects:• Customer Success Management;• Customer Experience Management;• Healthscore;• Net Promoter Score (NPS);• Lifetime Value (LTV);• Churn;• Upsell;• Generating revenue with Customer Success;• Marketing research methods (B2B, B2C);• Customer insights analysis;• Relationship: Account Management.

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  Galena

  Feb 2022 - Sept 2023

  Sr. Customer Relationship Manager

  Edupass is the largest educational benefits platform in Brazil. It's responsible for connecting educational institutions with companies and professionals and has more than 70 thousand courses with exclusive scholarships and discounts for undergraduate, graduate, technology, languages ​​and open courses. In addition, it offers its own courses to employees.Like Customer Success Management, my missions are:• Build the Customer Success area reporting to the COO and co-founder;• Design the customer journey, elaboration of playbook and processes about customers and employees;• Build and manage KPI’s (Retention, Customer Engagement, NPS, CSAT, CLV/LTV, HealthScore, Churn, and others);• Create robust strategies and processes that guarantee new customers to the base (Up-Sell and Cross-Sell);• Act with the follow-up and customer service HR throughout its journey;• Plan launch events for customers;• Customer activations with "pilot" projects and build strategies for retention and engagement of this customers; • Responsible for ensuring contract renewals and readjustments. Show less

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  Fundação Vanzolini

  Mar 2022 - now

  Professor de MBA (Gestão de Sucesso do Cliente)

  A Fundação Vanzolini é uma organização sem fins lucrativos, criada e gerida por professores do Departamento de Engenharia de Produção da Universidade de São Paulo (Poli-USP), com o objetivo de melhorar a eficácia do processo de desenvolvimento sustentável no Brasil.Sou professor especialista e responsável pela disciplina de Gestão de Relacionamento com o Cliente e Customer Success da instituição, ministrando este conteúdo em um curso com carga horária de 12 horas. Essa formação também possui publicação em formato de Cursos Livres, comercializado pela instituição. Show less

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  Glüh Plataform

  Sept 2023 - Oct 2024

  Head of Customer Success and Customer Marketing

  The dg Group is composed of 3 brands: Dgifts, Dgit, and Glüh. I serve as the Executive of Customer Success and Customer Marketing for the Group.With a highly collaborative leadership style, my routine involves direct collaborators divided into 3 areas: Service, Relationship and Engagement, and Retention. My routine highlights the following missions:1. Building the Area from Scratch:• Development and implementation of the entire Customer Success and Customer Marketing structure from the ground up;• Definition of processes, tools, and metrics to ensure operational efficiency and effectiveness;• Development of Customer Success Strategies.2. Creating Strategies for Customer Satisfaction and Engagement:• Setting goals and KPIs to measure the success of initiatives;• Management and Development of Teams.3. Leadership and Continuous Training of Teams:• Training focused on excellence in customer service4. Monitoring Customer Health Scores to Identify Risks and Opportunities:• Implementation of proactive actions to improve customer health;• Strategic Analysis of Churn and Retention:• Identification of churn causes and development of strategies to reduce the cancellation rate;• Implementation of customer retention programs.5. Identifying Upsell and Cross-sell Opportunities to Increase Revenue:• Development of strategies to promote additional products and services;• Collection and analysis of feedback to identify areas for improvement;• Implementation of changes based on received feedback.6. Conducting Market Research to Understand Customer Needs and Behaviors (B2B and B2C):• Data analysis to obtain actionable insights and personalize marketing campaigns;• Content Management and Engagement Campaigns. Show less

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  Trevisan Escola de Negócios

  Jan 2024 - now

  Master of Business Administration (MBA) Teacher

  Professor of the "Customer Engagement Strategies" course in the MBA in Corporate Growth and Growth Strategies at Trevisan Business School.Trevisan Business School is a Brazilian higher education institution specializing in business-related courses. Founded in 1999, Trevisan aims to train highly qualified professionals to work in various areas of the corporate market, such as administration, accounting, economics, law, and marketing.Among the topics covered in the course are:• Introduction to Customer Engagement Strategies• Interactive Content and Content Marketing;• Using Social Media for Engagement;• Creation and Management of Online Communities;• Loyalty Programs and Incentives;• Gamification Techniques;• Engagement Metrics and Data Analysis;• Innovations in Customer Engagement;• Success Stories in Customer Engagement;• Future Trends in Customer Engagement. Show less