CRM Specialist

Description

Job Summary: We are seeking a strategic CRM Specialist to build and evolve the customer relationship journey, transforming data into actionable strategies for acquisition, activation, and retention. Key Highlights: 1. Strategic involvement in the customer relationship journey. 2. Leading role in advancing CRM maturity. 3. Focus on conversion, retention, and optimization of engagement metrics. We seek a CRM Specialist who will strategically contribute to building and evolving our customers' relationship journey. We expect someone with strong business acumen, analytical capability, and technical mastery of CRM tools—capable of transforming data into concrete actions for acquisition, onboarding, retention, and increasing recurring revenue. This person will be a key driver in advancing CRM maturity. Key Responsibilities: • Enhance CRM campaign effectiveness through strategy development and customer segmentation focused on conversion and retention. • Improve customer engagement metrics (renewals, churn, new contracts) by designing, executing, monitoring, and optimizing CRM strategies across all stages of the customer journey. • Monitor active CRM journeys and campaigns, ensuring optimal performance and implementing necessary course corrections, as well as creating new journeys when required. • Manage the full customer lifecycle (acquisition, onboarding, engagement, retention, reactivation). • Plan and manage customer segmentation by analyzing behavioral customer databases, external data, and statistical analyses to define clusters. • Support Marketing Leadership decision-making by developing, managing, and monitoring managerial dashboards. • Contribute to customer strategy decisions across all segments through behavioral analysis and segment-level monitoring (e.g., LTV, Churn, etc.). • Collaborate with IT to extract relevant business insights via the CRM platform and produce executive reports and metric control dashboards. • Design automated, multichannel customer journeys within the CRM software. • Create and manage complex customer segments. • Ensure data governance and adherence to best practices within the CRM tool. • Operate with minimal operational direction. • Propose structural improvements to CRM operations. • Anticipate business and CRM operational risks and opportunities. • Maintain confidentiality of information handled within their scope of work. • Collaborate closely with Web and Push Analytics, BI, Product, Content, Performance, and Commercial teams. • Translate business needs into relationship strategies. • Align expectations and communicate results clearly. Requirements: Solid strategic-level CRM experience. Experience with email, in-app push, SMS, and WhatsApp channels. Advanced proficiency in CRM software, preferably Salesforce Marketing Cloud. Knowledge of database segmentation and journey automation. Familiarity with database query and programming languages (SQL, HTML, AMPScript). Analytical mindset with strong data interpretation and storytelling skills. Experience with A/B testing and campaign optimization. Desirable: Experience in automotive or mobility businesses. Experience in digital businesses or marketplaces. Knowledge of retention strategies and customer lifecycle management. Benefits: 13th-month salary; Paid vacation; Psychological counseling; Career mentoring. Additional Information: Contract type: PJ (Individual Entrepreneur); Working hours: 9:00 AM – 6:00 PM (1-hour lunch break); Office location: Belo Horizonte — Hybrid model (2 days per week onsite).