Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
About the role
- CRM Analyst responsible for managing user communication journeys at OLX's digital marketplace. Collaborating with Product, Tech, and Marketing teams for personalized user engagement.
Responsibilities
- Understand and manage the communication journey of users on our platforms;
- Implement improvements to existing communication flows and relationship journeys, and to departmental processes;
- Manage the calendar of one-off/occasional communications;
- Monitor and report on the performance of executed actions;
- Identify new communication opportunities through analysis of user behavior patterns;
- Channel management (email marketing, push, webpush, WhatsApp, in-app/in-browser communication, among others);
- Understand the conversion funnel and user pain points to effectively design communications that smooth navigation from acquisition to conversion;
- Create automated, personalized, and scalable communications;
- Actively participate in defining communication strategies for campaigns;
- Maintain a strong sense of how we deliver value to our users and how we can help OLX deliver that value increasingly and more effectively.
Requirements
- Previous experience in CRM or marketing roles;
- Experience with tools for creating, executing, and managing marketing campaigns such as Salesforce Marketing Cloud, Braze, or similar platforms;
- Ability to plan and manage CRM campaigns in an organized manner;
- Experience analyzing KPIs in the digital market;
- Proficiency with Microsoft Office (intermediate Excel);
- Experience managing stakeholder relationships to identify opportunities to improve metrics, request creative assets, and source other content for communications;
- Desirable: knowledge of HTML;
- Analytical mindset and strong problem-solving skills;
- Bachelor's degree in Administration, Business, Marketing, Engineering, or related fields.
Benefits
- Market-competitive compensation
- Health insurance
- Dental insurance
- Private pension plan
- Flexible benefits that adapt to your needs
- Meal allowance
- Financial counseling
- Employee perks/discount club
- Home office allowance
- Mobility/transportation allowance
- Childcare allowance
- Life insurance
- Extended leave
- Wellness and fitness incentives
- Payroll-deductible loans with reduced interest rates
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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