Hybrid Senior CRM Analyst – E-commerce

at Grendene S/A

• Job title: Senior CRM Analyst – E-commerce
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Oracle
• Location requirements: Hybrid, Farroupilha, Brazil

About the role

• Senior CRM Analyst leading strategies to enhance customer experience in e-commerce. Collaborating with various teams to integrate customer insights into business decisions.

Responsibilities

• Lead the CRM strategy and the CX squad, ensuring an integrated view of the customer journey and the continuous improvement of the e-commerce experience and business growth;
• Define CRM priorities and action plans, structuring and enhancing lifecycle strategy, segmentations and communication cadences based on behavior, value and journey stage;
• Lead the CX squad, ensuring excellence at customer touchpoints and driving continuous improvement of the experience and processes;
• Plan and direct the strategic calendar of campaigns and relationship initiatives, focusing on activation, retention and LTV growth;
• Monitor and analyze key KPIs (engagement, retention, churn, LTV, profitability, NPS and sentiment), translating data into strategic guidance and growth opportunities;
• Work closely with customer service, media, product and commercial teams, connecting the customer perspective to business decisions and ensuring execution aligned with strategic planning;

Requirements

• Bachelor's degree in Business Administration, Marketing, Social Communication or related field;
• Strong experience in CRM, preferably in retail;
• Familiarity with Oracle Responsys, GA4 and Martech tools;