**Location:** Hybrid – Main office in city with remote work option **Contract Type:** Permanent **Professional Challenge** Are you inspired to optimize customer experience through innovative technological solutions? We are looking for a proactive, analytical individual passionate about digital transformation, capable of leading the management and evolution of our CRM to improve customer retention, satisfaction, and conversion. If you are excited about designing personalized engagement strategies, driving process automation, and collaborating with multidisciplinary teams to achieve tangible results, this opportunity is for you. **Responsibilities – CRM Strategy, Implementation, and Process Automation** ----------------------------------------------------------------------------------- * Define and oversee the customer relationship management (CRM) strategy, ensuring alignment with the company's business objectives. * Manage, configure, and evolve CRM platforms (Salesforce, HubSpot, or others), adapting workflows and modules to business needs. * Implement marketing, sales, and support process automation to maximize efficiency and personalization. * Collaborate with marketing, sales, technology, and customer service teams to ensure seamless CRM integration within the digital ecosystem. * Analyze customer data, model segments, and propose loyalty, up\-selling, and cross\-selling actions based on actionable insights. * Monitor key performance indicators (KPIs) for customer engagement, retention, satisfaction, and conversion, reporting results and areas for improvement. * Develop, execute, and lead A/B testing, iterations, and continuous optimizations of CRM campaigns and processes. * Ensure proper management and protection of personal data, complying with privacy and security regulations. ### **Desired Requirements – CRM Experience, Relationship Marketing, and Customer Analytics** * University degree in Business Administration, Digital Marketing, Engineering, Systems, Communications, or related fields. * Minimum of 3 years of proven experience managing and administering CRM platforms in digital or service companies. * Solid knowledge of tools such as Salesforce, HubSpot, Dynamics 365, Zoho CRM, or other leading market platforms. * Proficiency in customer segmentation methodologies, customer lifecycle management, and multichannel personalization strategies. * Experience in campaign automation, data integration, and CRM workflow development. * Ability to analyze and transform data into strategic recommendations using dashboards and executive reports. * Sufficient technical English proficiency for use of international platforms, documentation, and professional updates. #### **Key Functions – Enhancing Customer Experience and Omnichannel Strategy** * Design data-driven nurturing, activation, and loyalty campaigns supported by customer intelligence. * Optimize the database, ensuring ongoing quality and updating of customer information. * Promote the use of artificial intelligence tools, scoring models, and automations to enhance sales performance. * Actively participate in diagnosis, migration, or implementation of new CRM features and versions. * Train and support internal users in the correct use of the CRM platform and its best practices. ##### **Professional Profile – Analytical Vision, Innovation, and Results Orientation in CRM** * Innovative mindset, focused on continuous improvement and excellence in customer experience. * Ability to understand business needs, propose scalable solutions, and lead high-impact CRM initiatives. * Excellent communication, empathy, and collaboration skills across multiple departments. * Commitment to diversity, equity, and inclusion, as well as sensitivity towards ethical customer data management. * Autonomy, organization, and agility to manage multiple projects simultaneously in dynamic environments. ###### **Benefits – Growth and Digital Innovation through CRM Management** * Competitive salary, aligned with experience and results in CRM management and engagement strategies. * Inclusive culture focused on collaboration, professional development, and technological innovation. * Access to continuous training, certifications, and international trends in CRM, data, and digital marketing. * Flexible working hours, hybrid/remote mode, and access to state-of-the-art digital tools. * Participation in strategic projects transforming customer experience within the digital ecosystem.