Description: * Bachelor's degree in Administration, Marketing, Engineering, Statistics, or related fields. * Prior experience in CRM, preferably in the Telecommunications sector. * Experience in team coordination or leadership. * Knowledge of relationship marketing campaigns and marketing automation. * Experience with customer database segmentation and customer data analysis. * Knowledge of CRM and retention metrics. * Familiarity with LGPD and customer data management. * Coordinate the CRM strategy across digital and traditional channels (SMS, email, push notifications, WhatsApp, app, IVR, etc.). * Plan, execute, and optimize relationship, retention, upsell, cross-sell, and winback campaigns. * Manage customer journeys throughout the lifecycle (onboarding, usage, renewal, churn prevention). * Collaborate closely with Marketing, Sales, Product, BI, Customer Support, and Technology teams. * Lead the CRM analyst team, ensuring timely delivery, quality, and technical development. * Define segmentation criteria, business rules, and communication models based on behavior and data. * Monitor KPIs such as churn rate, ARPU, LTV, conversion rate, engagement, and campaign ROI. * Ensure proper use of CRM, marketing automation, and CDP tools. * Ensure compliance with LGPD and best practices in data governance. 2512210202551931280