Job Summary
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Location |
Curitiba, Brazil |
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Work Mode |
Onsite — full-time presence at the client's Brazil facility required |
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Domain |
Digital Commercial Operations |
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Language |
Fluent Portuguese (native or C1+) AND professional English — bilingual engagement is mandatory throughout this role |
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Role Type |
Subject Matter Expert (SME) |
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Reporting to |
HCLtech Programme Lead / Delivery Manager |
ROLE OVERVIEW
Commercial operations for the Brazilian market runs through a wider chain than order-to-cash alone: product sales configuration and quoting, retail and dealer platform integrations, workshop uptime and warranty administration, and marketing/ecommerce touchpoints all sit on top of the same customer relationship. This SME is the on-the-ground domain authority for Digital Commercial Operations at the Curitiba site, covering Product Sales Operations, Retail Operations (dealer services, integrations and platforms), Workshop Operations (uptime, warranty), and Marketing & Service Sales Operations (service contracts, ecommerce, parts & service management, digital experience). The role requires someone who has lived inside a Brazilian dealer network or commercial sales operation, not just implemented a CRM from the IT side.
Key Responsibilities
KEY RESPONSIBILITIES
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Define and validate requirements across the full Digital Commercial Operations scope at the Curitiba site — Product Sales Operations, Retail/Dealer Operations, Workshop Operations, and Marketing & Service Sales Operations — facilitated with local commercial stakeholders in Portuguese.
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Map current-state commercial process flows for the Brazilian dealer network — from lead and quote through order, delivery, invoicing, warranty activation and workshop uptime tracking — and identify transformation opportunities.
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Provide domain validation and business rules guidance for commercial platform configurations: CRM, dealer platforms/DMS, CPQ, O2C, warranty and workshop uptime systems.
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Engage Brazilian dealer and retail operations stakeholders alongside the client's Marketing & Service Sales and Software Engineering teams to validate ecommerce and digital experience requirements.
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Represent the Brazil site's Digital Commercial Operations perspective in programme governance, including sessions with the client's global Digital Commercial Operations leadership.
Skill Requirements
MUST-HAVE SKILLS & EXPERIENCE
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8+ years in commercial operations, order-to-cash, dealer/retail network management, or workshop/warranty operations within automotive, commercial vehicles, or heavy equipment, with direct Brazil market experience.
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Hands-on experience with CRM and commercial platforms — Salesforce, SAP CRM/S&D, or Dealer Management Systems (DMS) — including exposure to dealer integration or dealer platform tooling.
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Working knowledge of workshop/uptime and warranty administration processes, and how they connect to the broader commercial value chain.
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Fluent Portuguese (native or C1+) AND professional English — all dealer, retail and commercial stakeholder sessions will be conducted in Portuguese.
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Demonstrable SME, business analyst, or consulting experience on large-scale commercial transformation programmes.
NICE TO HAVE
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Prior experience in commercial or retail operations within a major commercial vehicle, truck, or heavy industrial OEM's Brazilian dealer network.
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Familiarity with ecommerce, digital experience platforms, or marketing/communications systems in a dealer-facing context.
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Knowledge of commercial analytics or BI platforms — Power BI, SAP Analytics Cloud, Tableau — in a sales or workshop reporting context.