Hybrid CRM Analyst

at Pmweb

• Job title: CRM Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Analista de CRM responsible for executing customer engagement strategies. Collaborating with diverse teams to optimize service offerings at Pmweb.

Responsibilities

• Opportunity Identification: Detect new needs and expand clients' service portfolios.
• Proactive Communication: Maintain daily contact with clients, participating in meetings and communicating via email and WhatsApp.
• Strategic Relationship Management: Build close relationships with clients, understand their needs, and deliver exceptional service.
• Platform Adoption: Increase usage of Pmweb's platforms and products, driving customer engagement and satisfaction.
• Workshop Facilitation: Design and deliver workshops to train clients on effective use of available tools.
• Project Management: Participate in special projects assigned by management and collaborate with operational teams.
• Metrics Monitoring: Track client metrics daily to ensure strategies are optimized.
• Impactful Reporting: Develop and present weekly and monthly reports with insights on performance and service consumption.
• CRM Strategy Development and Implementation: Focus on optimizing segmentation and personalization of campaigns using methodologies such as RFM (Recency, Frequency, Monetary) and LTV.
• Control Group Implementation: Measure the effectiveness of marketing campaigns to ensure efficient resource allocation.
• LTV Analyses: Identify high-value customers and propose actions to maximize return on relationship.
• Multichannel Campaign Development: Create campaigns aligned with customer needs and behaviors using segmentation data.
• CRM KPI Monitoring: Analyze retention, churn and engagement rates, recommending continuous improvements.
• Cross-functional Collaboration: Work with marketing, data and BI teams to align CRM strategies with business goals.
• Detailed Performance Reporting: Provide insights on customer behavior and campaign effectiveness.

Requirements

• Bachelor's degree in Marketing, Advertising, Communications or related fields.
• Previous experience managing client portfolios and strategic account management.
• Solid knowledge of digital marketing, CRM campaigns and performance marketing.
• Familiarity with CRM, CRO and loyalty best practices.
• Proficiency in data analysis, metrics and results interpretation to identify new business opportunities.

Benefits

• Medical and Dental Insurance
• Life Insurance
• Childcare Assistance
• Birthday Day Off
• Wellhub
• Transport Allowance
• Meal and/or Food Allowance
• Language Learning Support
• Education Support
• Certification Incentives
• Home Office Allowance
• Structured evaluation cycle and continuous feedback
• Profit-sharing