CRM Analyst

Description

Job Summary: We are seeking an analytical and strategic professional to define, manage, and optimize communication strategies and customer service channels, with a focus on operational efficiency and customer experience. Key Highlights: 1. Will drive the evolution of omnichannel customer journeys and automation of customer service. 2. Will lead multichannel communication strategies and digital channel management. 3. Responsible for optimizing automatic dialers and telephony operations. We seek a professional with a strong analytical profile and strategic vision to define, manage, and optimize communication strategies and customer service channels, focusing on operational efficiency, customer experience, and business outcomes. This professional will play a central role in advancing omnichannel journeys, service automation, and inbound/outbound operations management. **Responsibilities and Duties** ### **Communication Strategy** * Define and execute multichannel communication strategies; * Plan HSM (WhatsApp) message campaigns; * Create, govern, and optimize communication templates; * Perform audience segmentation and define contact journeys. ### **Automatic Dialer Management** * Manage and optimize the automatic dialer; * Define inbound and outbound activation strategies; * Establish rules for call attempts, list prioritization, and performance tracking. ### **Digital Channels and Automation** * Develop and enhance customer service workflows across digital channels, ensuring operational efficiency and improved user experience; * Work directly with virtual agents (bots), supporting: * Workflow design and enhancement; * Definition of automation strategies; * Integration between automated and human-assisted service. ### **Operations and Telephony** * Manage and monitor customer service channels and telephony solutions; * Perform capacity planning for inbound and outbound operations, ensuring balance among cost, capacity, and service level. **Requirements and Qualifications** * Solid experience with digital channels and omnichannel strategies; * Experience defining HSM-based communication strategies and managing templates; * Experience with automatic dialers and outbound operations; * Practical knowledge of CRM COMM; * Experience developing customer service workflows and working with virtual agents; * Experience in capacity planning for inbound and outbound operations; * Advanced proficiency in SQL and Excel (data modeling, analysis, and automation); * **Preferred:** Experience with Power BI for dashboard creation and strategic analysis. **Additional Information** Fully employer-funded medical assistance; Optional dental assistance; Life insurance; Transportation allowance; Meal allowance; TotalPass; Two full scholarships for undergraduate and graduate programs. Our bold purpose is to become **the world’s first EdTech university!** Moreover, we aim to be a benchmark in Brazil and in the real economy, impacting the lives of **1 million students** through innovative and accessible education. To achieve this goal, **our culture is our engine.** We believe that **strategy, culture, and people** must evolve together in a continuous cycle of growth and transformation. Here, we don’t just talk about our values—we **live** each one of them, every day! ### **Our Pillars: Ethics, Commitment, and High Performance** **Ethics:** Our non-negotiable principle. We conduct our actions and decisions with integrity, always doing what is right. **Commitment:** We deliver results with excellence and determination, from start to finish. **High Performance:** We transform challenges into opportunities, consistently pursuing excellence and going beyond. If you want to join an **innovative, dynamic, and purpose-driven team**, this is your place! **Grow with us!**