Marcelo Ribas in

Marcelo Ribas

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Director - Customer Experience and Customer Support at Alvarez & Marsal
📍 São Paulo, São Paulo, Brazil

Marcelo Ribas is a Director of Customer Experience at Alvarez & Marsal with over 20 years of leadership experience. He specializes in digital transformation and CX strategies, having saved R$ 200MM in one project and achieved record NPS scores. Colleagues and reports describe him as an analytical, inspiring, and dedicated leader.

He is the co-author of the book "CX e Tecnologia: Como pensam as lideranças" (CX and Technology: How leaders think).

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Experience
13 Years
Current Role
Director - Customer Experience and Customer Support
Job Level
Mid-senior
Location
São Paulo, São Paulo, Brazil
Personality Overview

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Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Marcelo cares about

B2B Customer Experience
He actively shares insights on the unique challenges of B2B CX, emphasizing the need for clear segmentation and a cohesive customer journey across different business areas.
Inspiring People
He identifies motivating and inspiring people as the topic that moves him the most, which he recently discussed on a podcast. Recommendations frequently praise his natural leadership.
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Career

Work history

11-2024
Director - Customer Experience and Customer Support
Alvarez & Marsal
2-2025 - 10-2025
Conselheiro e coautor de livro
REDE LÍDERES
3-2025 - 3-2025
Professor convidado
IMT - Mauá - Instituto Mauá de Tecnologia
12-2022 - 9-2023
Customer Success Sr Manager
Telefonica
3-2013 - 12-2022
Customer Experience Sr Manager
Telefonica
In the press

Media appearances

No media yetWe could not find public media appearances for this person.
Education
9-2023 - 11-2023
Disrupção Digital: Estratégias de Transformação Digital
University of Cambridge
2004 - 2005
Master
IAE FRANCE - Écoles Universitaires de Management
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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