Senior CRM Analyst | Remote

Description

First and foremost, we’d like to tell you a bit more about who we are. Shall we? Nice to meet you — we’re Aurum! We’re an established company in the legal software market. We leverage the most innovative technologies to enable a new way of practicing law. Our work helps thousands of lawyers better manage their daily tasks and boost their productivity. Pretty cool, right? **Here’s a little secret: We can only achieve all this because we have the best people on our team.** What do we call this amazing group? \#GoldenPeople. Today, we’re over 200 people spread across Brazil, supported by our offices in Florianópolis (SC) and São Paulo (SP). **Wherever we are, our culture remains the same — always guided by our core values.** In fact, backed by such incredible people, strong values, and an outstanding culture, we’ve earned the **Great Place to Work** certification ten times, and in 2025 ranked highly across all three rankings we participated in. **So, what kind of people are we looking for to join our Team?** We seek professionals who value autonomy, responsibility, teamwork, continuous learning, collaboration, communication — and, of course, closeness and transparency! If this environment resonates with you, we’re already starting to *match*! We consider each member of our team uniquely special; therefore, everyone is welcome. We foster a safe environment where GoldenPeople can express themselves authentically. **Within the Communication and Education team, your mission will be:** To ensure the customer relationship journey is continuously optimized to increase engagement, retention, and LTV — using advanced segmentation, automation, and data analysis. It’s not just about "sending emails" — it’s about understanding customer behavior to deliver the right message, through the right channel, at the ideal moment. **Oh, one important detail about this role:** The work model is fully **Remote!** **Responsibilities and Duties** **Now take a look at the main responsibilities for this role:** * Design, monitor, and optimize automated CRM journeys (e.g., onboarding, engagement, churn prevention, cross-sell/upsell, reactivation). * Analyze metrics such as open rate, CTOR, and conversion rate, proposing continuous improvements; * Configure and launch integrated campaigns via email, push notification, SMS, WhatsApp, and in-app messaging — selecting the optimal channel based on communication objectives. * Analyze and identify trends, behaviors, and opportunities for improvement; * Conduct A/B tests focused on engagement and conversion; * Ensure database health and hygiene, maintaining best practices for deliverability and full compliance with LGPD. * Partner closely with Content, Product, Customer Success (CS), Marketing (MKT), and CX Ops to keep customer journeys up to date; * Build advanced customer clusters using RFM models adapted to CX, behavioral data, and interaction history. * Monitor and maintain governance of contact data used in automated journeys — ensuring organization and quality; * Generate monthly performance reports for journeys/flows, including your own insights on optimization opportunities; * Continuously implement and uphold CRM best practices; * Enhance automation tool usage to ensure an excellent end-to-end customer experience — always testing the practical experience before activation. * Guarantee high-quality segmentation of audiences used in campaigns, flagging inconsistent or outdated segments; * Monitor and suggest adjustments to communication cadence per segment; * Test and validate the real customer experience before activating any flow — including copy, layout, and automation logic; * Share relevant learnings on customer performance and behavior with partner teams whenever meaningful insights emerge. **Requirements and Qualifications** **To apply for this position, we expect you to have:** * Minimum 3 years of experience working in CRM, marketing automation, or customer database management; * Experience generating monthly performance reports for journeys/flows, including your own analysis of optimization opportunities; * Experience designing communication cadences and running A/B tests; * Proficiency with Intercom, SenseData, and RD Station; * Intermediate SQL knowledge (for data extraction) and experience with BI tools (Power BI, Looker/Data Studio); * Practical mastery of key CRM and CX metrics (NPS, CSAT, Churn, LTV, Open Rate, CTR, etc.).  **Bonus points if you have:** * Experience in CX or CS teams in Customer Marketing roles; * Experience in Legal Tech and/or SaaS companies; * Proficiency with market automation tools (e.g., Salesforce Marketing Cloud, Braze, HubSpot, Customer.io, or similar). **Additional Information** **And here’s what we offer GoldenPeople:** * **Meal/Voucher Allowance:** R$ 1\.300 monthly on a flexible card, with no payroll deduction. * **Remote Work Allowance:** R$ 135.00 monthly, with no payroll deduction. * **Health Insurance:** Bradesco, nationwide coverage. * **Dental Insurance:** SulAmérica. * **Life Insurance.** * **Extended Parental Leave:** We participate in the “Empresa Cidadã” program and offer leaves supporting diverse family structures — including adoption, same-sex couples, and single-parent families. * **Childcare Assistance:** For children up to 5 years old. * **Gympass/Wellhub:** A holistic wellness platform offering access to thousands of gyms, studios, live classes, and wellness apps — all for a single monthly fee; * **Conexa Saúde:** A digital health platform covering multiple specialties. GoldenPeople receive 2 free psychological consultations and 2 free nutritional consultations per month. * **Guapeco:** Pet health insurance with simple enrollment, nationwide coverage, and reimbursements of up to 100%. * **Language School Partnership:** Discounted English and Spanish courses through OpenEnglish, Fluentia, and Instituto Cervantes — available online and in-person. * **Profit and Results Sharing (PLR):** If the team meets its annual target, everyone (yes, really!) shares in the profits! * **Relax Week:** We don’t work on business days between Christmas and New Year’s to rest and enjoy year-end however you prefer. * **Workstation Allowance:** In addition to lending you a laptop for comfortable home-based work, we provide a R$ 2\.400,00\ allowance. * **Birthday Day Off:** In your birth month, you get a full day off to relax and celebrate. * **Work at a Great Place to Work:** We’re among the best companies to work for in Latin America and Brazil. * **And much more!** With a **feedback-driven culture**, **development guilds**, **PDI during onboarding**, **Aurum Talks**, frequent all-company meetings, **OKR transparency**, celebratory initiatives, performance evaluations, development programs, and other processes designed to continuously grow GoldenPeople. So, did you like it!? Then come join us :) Nice to meet you — we’re **Aurum**! For over 30 years, we’ve developed technology enabling the next generation of legal practice. Through our two software platforms — **Astrea** and **Themis** — we impact over 20,000 clients, from independent lawyers to corporate legal departments. Here, we deliver technology that simplifies and adapts to every client’s pace. Our biggest differentiator is delivering an experience of innovation and freedom — not only to our customers but also to our team members. That’s because we’re an environment that respects individuality and empowers every GoldenPerson’s growth. Working at Aurum means having autonomy to innovate, freedom to grow, and being part of a team that makes everything flow effortlessly. That’s why we value development and prioritize a collaborative learning environment. PDIs, 1x1s, our Leadership Development Program, and recurring feedback are just some examples of initiatives supporting GoldenPeople. Respect for individuality is lived daily through the continuous strengthening of a diverse and inclusive workplace. Our 200+ GoldenPeople can truly be themselves here. We believe diversity fuels innovation — and every representative of a diverse group strengthens our team. With our predominantly remote work model, we’ve created an even more open space for diverse talent. In this context, our physical offices in Florianópolis and São Paulo serve as optional complements to our culture — always open to those who wish to experience in-person collaboration. **That’s why (and much more), working at Aurum means having \#GoldenPride in being:** * Certified by Great Place to Work (GPTW) for ten consecutive years; * Ranked #79 among the best companies to work for in Latin America (Top 100 Small & Medium Enterprises, GPTW LatAm 2025\); * Ranked #30 among the best medium-sized companies to work for in Brazil (2025\); * Ranked #5 among the best medium-sized companies to work for in Santa Catarina (2025\); * Ranked #7 among the best technology companies to work for in Brazil (2025\); * A leader in development and cultural initiatives; * A co-responsible party in maintaining a safe environment for every GoldenPerson. * Part of a team with gender equity across all seniority levels; Visit our Culture Manifesto to learn more about the Golden way of working! Explore the portal enriching the daily routine of thousands of lawyers! And of course, don’t leave