Flavio Lima

Open Mind Brazil is an exclusive, high-level networking platform focused on connecting C-level executives (CEOs, VPs, directors) from large companies in Brazil.

As Regional Dealer Network & Customer Experience Leader at Hyundai Motor Company, I am responsible for overseeing the development, expansion, and performance of the dealer network across more than 40 countries and territories in Central and South America. My role is centered on ensuring strategic alignment between local distributor operations and Hyundai’s global objectives, with a strong focus on sustainable growth, customer experience innovation, and brand consistency. Since 2023, I have led the implementation of the Fewer, Bigger, Better (FBB) strategy, managing key network optimization and expansion projects in various markets. Through in-depth business model evaluations and performance analysis, I have supported the evolution of dealer operations toward increased efficiency, profitability, and long-term viability. My leadership extends to the customer journey, where I’ve designed and deployed customer experience programs that helped elevate Sales Net Promoter Score (NPS) from 78% in 2022 to 93.6% in 2024. I also spearheaded the rollout of Hyundai’s Global Dealership Space Identity (GDSI), increasing network compliance from 43% to nearly 80%, and secured corporate approval for the GDSI 2.0 v2 implementation throughout the region. I lead a high-performing, multicultural team of eight professionals and work closely with cross-functional departments—including sales, aftersales, marketing —to drive operational excellence. Acting as the key liaison between regional distributors and Hyundai Headquarters, I ensure full alignment in channel strategy, retail transformation, and customer experience across all markets under my scope. Based in São Paulo, Brazil with regional scope in Central & South America.

During my experience o Stellantis Latam, I collaborated with parts and services sales management for Latin America and Caribbean, in charge of 17 distributors in 15 countries on the region. As an International Sales enthusiast, I acted on the creation of plans to effectively activate the services, parts and accessories market through the expansion of sales channels; Contemplating the relevance of customer experience, I sought to focus on the improvement of satisfaction index levels, as well as aiding importers to identify improvement opportunities for retail and wholesale. I also managed projects that focused on finding sales opportunities for parts wholesale business mainly for major distributors and insurance companies.

While participating on the leadership program, I was able to nurture my leadership abilities though training sessions which included Design Thinking, Problem Framing, among others. Thanks to the program, I had the opportunity to interact with different areas of the company through multifunctional projects, enabling me to more complex roles inside the company.

For LATAM, I was in charge intercompany sales processes (vehicle exports). For my other roles, I worked with Key Accounts for FCA Mexico on FCA Latam, as well as PMO for the FCA in Chile and Latin America.

Development manager for Parts and Services Business for Importers in Americas South (Chile, Peru, Bolivia, Paraguay and Uruguay), and worked on marketing projects with the objective of increasing sales of parts and accessories for importers and re-sellers. I was also in charge of the implementation of routines that would increase customer satisfaction alongside importers and dealerships, specifically for the post sale operation, acting as the key contact for the resolution of critical cases on customer services, mediating discussions between dealerships, importers and FCA. In order to guarantee more efficiency on our operation, I used the Post Sale KPI program for dealerships, acting as the key contact for the resolution of critical cases on customer services.

Participated on the development of FIAT dealerships in Latin America, with the objective of reaching a high level of customer satisfaction for cars and parts sales, as well as post sale services, all according with the standards set by the brand, always seeking to maximize geographical coverage for key markets; Was also in charge of the corporate identity of dealerships, adapting them to the identity patterns defined for the region, as well as managing the implementation of Market research processes aimed at evaluating customer satisfaction for FIAT (for both sales and post sales); CSI and NPS Methodologies; Furthermore, implemented an annual review of importers’ satisfaction under FIAT management. Other than participating on the management of distribution contracts, I guaranteed the reduction of legal risks for the operation (onboarding and exclusion of distributors).

Here, I was responsible for executing routines to enable Competitive Intelligence analysis for the international automotive Market through the capture and analysis of Market trends, as well as competitive landscape analysis for Latin America, identifying new business opportunities, guaranteeing we had a robust impact analysis for company growth; I have also been part f the creation of control tools, maps, monthly graphs and annual performance analysis, seeking better results through the development and maintenance of a quality information system to enable better strategic planning for the company.

On FCA Services, I was a member of the team in charge of identifying special custos benefits, specifically for import tax reduction for companies inside the FCA Group (Stellantis LATAM), enabling the maximization of benefits contemplated by the Brazilian customs legislation. Throughout this experience, I expanded my knowledge of Drawback, Recof, tariffs, used car importing and special regime management.

At Sonda I worked as a SAP consultant alongside FI – CE (International business) e acted on a supporting role on projects for import systems.