Caio Poli

Questioner
DISC Type : c

Head of Global Customer Experience & Operations - Executive Director at DiDi

São Paulo, São Paulo, Brazil

Overview

Caio is a global operations leader who has scaled high-growth platforms like DiDi and Nubank after starting at McKinsey. He specializes in managing hyper-growth and building multi-cultural teams for millions of users. His colleagues describe him as inspiring, dedicated, and competent.

Known for his captivating leadership style, Caio is dedicated to his teams success. He focuses on building strong relationships and fostering a culture of empowerment that bridges cultural differences across his global organization.

His team at DiDi | 99 won the "Prêmio Consumidor Moderno de Excelência em Serviços ao Cliente" three times, highlighting his commitment to customer experience.

Personality Overview

Not Easily Convinced

Systematic

Cautious & Analytical

They prefer to fully evaluate every situation.  While they don't hesitate to ask questions, they are generally risk-averse and tend to be late adopters. They are more likely than others to negotiate on pricing and terms.

Topics They Care About

Scaling Operations
His career at Nubank and DiDi has centered on building the systems and teams necessary to support rapid, large-scale international expansion.
AI in Customer Experience
He actively drives the implementation of Artificial Intelligence within his global customer experience and operations divisions to enhance service delivery.
Multi-cultural Leadership
He specializes in integrating and leading teams across diverse regions like Latin America and China, bridging strategy between HQ and local markets.

Media Appearances

Encontro #9 - Customer Experience com Caio Poli (Didi/99). Featured in YouTube

See Now

Caio Poli: História e Biografia. Featured in G4 Educação

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Work History

1-2021
Head of Global Customer Experience & Operations - Executive Director at DiDi
11-2019
Business Mentor & Lecturer at G4 Educação
8-2019 - 12-2020
Latam Customer Experience & Operations Senior Director at DiDi
1-2019 - 12-2019
Head of Business Development - Strategic Partnerships at DiDi
8-2018 - 8-2019
Brazil Customer Experience & Operations Senior Director at DiDi

Education

2007 - 2012
Graduação em Engenharia de Produção from USP - Universidade de São Paulo
2010 - 2011
Exchange Program from Lund University

More Information

Social Presence :

Prographics :

Exp : 14 Location : São Paulo, São Paulo, Brazil Job Level : Senior Designation : Head of Global Customer Experience & Operations - Executive Director at DiDi
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Insights For Selling To Caio

During A Call Or A Meeting

DO's

  • If you have a lower priced product compared to the competition, call out the same
  • Emphasise more on facts and measurable benefits
  • Keep some extra margin in hand as they will likely negotiate the pricing

DONT's

  • Avoid phrases like ‘do not worry about’, ‘no one compares to’ etc.
  • Avoid rushing them, be polite and patient
  • Don’t overhype the product/pitch, keep it measured

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Caio is

  • Confidence that the product provides ROI, effective pricing and process adherence matter the most to them.

  • Will you ever get a clear answer from Caio

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Caio move?

  • They can move at a reasonable pace while making their decisions if they have the necessary information.

  • Can Caio take some risk or not?

  • If they believe that they have analyzed the situation well, they can take a little risk.

You And Caio

Personality Compatibility


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