CRM Analyst

Description

We are looking for a CRM Analyst to join our marketing team and work on building, executing, and analyzing customer relationship strategies. This position is responsible for the full CRM campaign lifecycle—from segmentation to measurement—and for operating tools that connect the sales team with consumers, both in proactive initiatives (email marketing, WhatsApp) and reactive customer service via social media and other digital channels. **Key Responsibilities** * Plan, execute, and analyze email marketing campaigns, ensuring alignment with the commercial calendar and brand strategies. * Build and maintain segmented contact schedules for the sales team to conduct daily outreach via WhatsApp. * Manage reactive customer service operations originating from social media, advertisements, and other online/offline activations, monitoring SLAs and interaction quality. * Develop relationship workflows, automations, and customer journeys tailored to different customer profiles, focusing on repeat purchase, retention, and LTV. * Track performance metrics (open rate, click-through rate, conversion rate, repeat purchase rate, churn rate, campaign ROI) and propose continuous improvements. * Collaborate closely with Trade, E-commerce, Sales, Digital, and Design teams to build omnichannel campaigns. * Conduct A/B tests, behavioral segmentation, and cluster analysis to refine communications. * Serve as the focal point for loyalty programs, benefits clubs, and other initiatives to be launched by the brand. **Requirements** * Currently pursuing or holding a bachelor’s degree in Marketing, Business Administration, Advertising, Communications, Commercial Management, or related fields. * Prior experience in CRM operations, with hands-on proficiency in CRM tools. * Experience in retail (physical or digital). * Solid knowledge of database segmentation, email marketing campaign development, and relationship workflows. * Intermediate-level proficiency in Excel/Google Sheets (filters, formulas, pivot tables, data merging). * Ability to read and interpret campaign metrics and KPIs. **Necessary** * Creativity to propose distinctive approaches, messages, and formats that stand out amid intense competition for customer attention. * Critical thinking to question results, identify opportunities, and propose data-driven improvements. * Strong results orientation, with clear understanding of how each action impacts revenue, repeat purchases, and customer relationships. * Planning and organizational skills to manage multiple projects simultaneously while meeting deadlines and adhering to commercial calendars. * Strong written communication skills, with sensitivity to brand voice and tone. **Desirable** * Prior experience with the Dito platform. * Experience with SimplesDesk (SimplesChat) or other help desk and omnichannel customer service tools. * Knowledge of marketing automation and workflow/journey design. * Familiarity with Meta Ads, Google Analytics, and paid media tools (for integrated journey analysis). * Basic copywriting knowledge applied to CRM (email subject lines, WhatsApp messages, push notifications). **Differentiators** * Postgraduate degree, MBA, or short courses in CRM, Data, Digital Marketing, or Consumer Behavior. * Experience with BI tools (Power BI, Looker Studio, Tableau). * Basic SQL knowledge for data extraction and manipulation. * Experience in e-commerce operations, preferably on VTEX. * Experience in omnichannel projects integrating physical stores, e-commerce, and direct channels. * Experience in perfumery, cosmetics, beauty, or luxury/premium markets. Compensation: R$3.200,00 – R$5.800,00 per month Benefits: * Health insurance * Dental insurance * Company-provided mobile phone * Corporate partnerships and commercial discounts * Meal allowance * Food voucher * Transportation voucher Work location: On-site