Customer Experience and Relationship Analyst

Description

Job Summary: Professional responsible for managing the customer journey, optimizing experience (CX) and success (CS), and leading data-driven CRM strategies to delight and retain customers. Key Highlights: 1. Customer journey, experience (CX), and success (CS) management 2. Leadership in CRM and marketing automation strategies 3. Data analysis for strategic insights and continuous improvement **Description and Responsibilities:** **Schedule:** Monday to Friday, from 9:00 AM to 6:48 PM, with a 1-hour lunch break **Level:** Professional **Employment Type:** Full-time – CLT **?? What You Will Do (Responsibilities)** Customer Journey Management: * Map, structure, and evolve the end-to-end customer journey, from first contact through post-event. * Identify friction points and opportunities for experience improvement. * Collaborate with marketing, sales, and production teams to ensure an integrated experience. * Develop initiatives that elevate customer satisfaction and delight. Customer Experience (CX): * Structure and monitor customer experience metrics. * Implement and manage metrics such as: NPS (Net Promoter Score); CSAT (Customer Satisfaction Score); CES (Customer Effort Score). * Analyze customer feedback, reviews, surveys, and interactions to generate actionable insights. * Lead continuous experience improvement projects. Customer Success (CS): * Develop customer relationship and retention strategies. * Track metrics such as repeat purchase rate, customer loyalty, and lifetime value (LTV). * Design relationship-building activities for recurring and VIP customers. * Ensure close follow-up with strategic and high-value customers. * Structure post-purchase customer follow-up and relationship management processes. CRM Management: * Lead CRM strategy and operations, and customer relationship management across the customer base. * Build audience segmentations and clusters. * Plan and execute relationship and communication workflows. * Manage the customer database and ensure data quality. * Work with marketing automation and relationship workflows. Data Analysis and Customer Intelligence: * Transform customer data into strategic insights for marketing, sales, and product teams. * Create dashboards and performance reports for the department. * Monitor key metrics including: repeat purchase rate; churn rate; audience engagement; CRM campaign conversion rate; customer satisfaction. * Support strategic decisions based on consumer behavior and data. * Event Operations: Collaborate with the team during Carnival to monitor customer experience in real time; track feedback and satisfaction metrics throughout the event. **?? How You Will Interact and Impact** * Collaborate with sales, marketing, and product teams to align strategies that drive customer satisfaction and retention. * Develop continuous feedback processes to improve customer experience and services offered. * Conduct strategic meetings with customers to strengthen partnerships and identify new business opportunities. * Influence organizational culture toward **customer centricity** and continuous process improvement. **Requirements:** **This professional is responsible for understanding customer needs and pain points, proposing improvements, and ensuring customers achieve their desired success within the company. The goal is to evaluate data and formulate strategies to enhance the customer’s experience with purchased products or services.** **?? Essential Requirements** * Bachelor’s degree in Business Administration, Marketing, Social Communication, Information Technology, or related fields. * Advanced proficiency in Portuguese, with strong written and verbal communication skills. **?? Technical Competencies** * Proven experience with **CRM**, preferably **Salesforce**, **HubSpot**, or similar platforms. * Knowledge of customer success analytics tools and metrics, such as **Power BI** or **Google Analytics**. * Proficiency in marketing automation and customer service platforms. * Ability to configure and manage integrations between CRM systems and other digital tools. **?? Behavioral Competencies** * Customer-focused mindset with strong results orientation and problem-solving ability. * Clear and empathetic communication to build lasting partnerships, with genuine interest in creating memorable experiences. * Proactivity and autonomy to identify opportunities for improving customer relationships. * Collaborative work style and adaptability in dynamic environments. * Strong customer orientation and obsession with experience. * Analytical capability and data-driven decision-making. * Organization and ability to structure processes. * Strong communication and cross-functional alignment skills. * Strategic vision combined with execution capability. **?? Preferred Qualifications** * Experience applying agile methodologies to customer success. * Knowledge of Customer Success and Customer Experience strategies. * Certifications in CRM tools or project management. * Predictive analytics capability and use of artificial intelligence to anticipate customer needs. * Intermediate English proficiency for reading and understanding technical materials. * Experience in B2C companies. **Benefits:** Medical insurance, Dental insurance, Meal allowance, Transportation allowance