Marcelo Ribas

Sharpshooter
DISC Type : CD

Director - Customer Experience and Customer Support at Alvarez & Marsal

São Paulo, São Paulo, Brazil

Overview

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).

Personality Overview

Fast But Analytical

Thorough Evaluator

ROI Driven

They like to move fast and expect the same from others.  More than the product, they care about the impact of the product. They respond well to strong and respectful communication.

Topics They Care 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.
CX & Technology
He co-authored a book on the intersection of customer experience and technology, establishing him as a thought leader on how technology shapes the customer journey.

Media Appearances

Marcelo has no verified media appearances

Work History

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

Education

9-2023 - 11-2023
Disrupção Digital: Estratégias de Transformação Digital from University of Cambridge
2004 - 2005
Master from IAE FRANCE - Écoles Universitaires de Management

More Information

Social Presence :

Prographics :

Exp : 13 Location : São Paulo, São Paulo, Brazil Job Level : Mid-senior Designation : Director - Customer Experience and Customer Support at Alvarez & Marsal
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Insights For Selling To Marcelo

During A Call Or A Meeting

DO's

  • Be respectful but crisp
  • Hold your ground without indulging in one-upmanship
  • When negotiating terms, help them build an impression that they are the ones calling the shots

DONT's

  • Avoid being too verbose
  • Don't try too hard to forge relationships with them
  • Don’t take too much time in sending them information if they ask for any

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Marcelo is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Marcelo

  • If they decide not to go ahead, they will say no without hesitation.

Insights For Deal Planning

    How fast (or slow) will Marcelo move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Marcelo take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Marcelo

Personality Compatibility


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