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CX Vendor Strategy Manager



são paulo, state of são paulo, brazil
Posted on Tuesday, September 26, 2023
About The Company

If you see technology as there to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in people who transform their paths through technology. Technology that connects people who are good at what they do and which practices diversity to create and share those paths that we (as yet!) do not even know about. Our journey is in the smile of every talented person who brings revolution to the world from Brazil - whether with in-app transportation (99) or digital payments (99Pay).

To make life easier for millions of people every day, we are in the driving seat as part of DiDi Chuxing, the world's largest transport, and convenient platform. And so, we can say, with great pride, that we are pioneers in creating solutions, starting in Brazil, that grow in scale and have positive impacts in a range of other countries.

Whether creating projects from scratch or continually improving our solutions, we like challenges that give us butterflies, and that's why we work with intensity, at a fast pace, with respect, collaboration, and partnership. On this journey, we also create learning and strengthen ourselves in diversity as a fundamental aspect that makes us stand out for our growth day after day.

About The Team/role

In the CX area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company.

We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect customer’s experience while generating value to the business. We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impact people’s lives and experiences.

Didi Global's Vendor Strategy focuses on ensuring that the CX Team has the services necessary and properly tool to operate effectively, through the management of the entire lifecycle of vendor relationships over the long term, including identifying potential vendors, contract negotiation, performance management, and risk management aligned with the CX’s goals and strategy.

In this role, you'll be...

  • Responsible for developing and executing strategies to manage CX vendors relationships/ contracts (Call centers, Systems, Tools and Carriers);
  • Prepare and present vendor recommendations, including business cases and cost-benefit analyses;
  • Act as the focal point for internal and external escalations regarding performance, supplier relationship and/or contract;
  • Establish and maintain strong relationships with key vendors, acting as the primary point of contact;
  • Build and manage Voice of the Vendor results for a recognition programme;
  • Understand end-to-end processes impacting the operation (i.e., finances, capacity, workflows, etc.) and support the relevant stakeholders driving these efforts;
  • Explore vendor experience opportunities to resolve blockers and grow;
  • Work closely with the team to understand business challenges and provide data/analysis for better decision making;
  • Define analytical approaches and metrics strategy to uncover new insights and formulate recommendations for demand distribution;
  • Conduct market research and analysis to identify potential vendors, industry trends, best practices, efficiency improvement and innovation;
  • Establish connections and rituals with Procurement and IT to leverage synergies between functions, support performance management and identify opportunities for cost savings;

We're eager to be in touch because you have...

  • Bachelor’s degree Bachelor's degree in Business Administration, Supply Chain Management, Engineer or a related field;
  • Experience in vendor management or customer services/ experience;
  • Advanced English;
  • Experience in utilizing measurement tools and implementing vendor management office practices
  • Exceptional interpersonal skills, communication skills, and negotiation skills.
  • Project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
  • Effective communication and interpersonal skills to build and maintain relationships with vendors and internal stakeholders.
  • Critical thinking, must be customer focused and be able to solve complex problems
  • Able to work with remote teams and across time zones.

You'll love working at DiDi because...

We create user value

We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.

We are data-driven

We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

Win-win Collaboration

Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity

Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.


We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres and 99familias. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).