Head of Customer Success for EMEA leading the scaling of Customer Success teams across Europe. Manage executive relationships and drive customer retention and expansion in a rapidly growing company.
About the role
- Supervising CRM initiatives and collaborating across teams at iD\TBWA agency in São Paulo. Focused on strategic communication and relationship with clients.
Responsibilities
- Plan and structure CRM strategies aligned with business objectives and the customer lifecycle;
- Design customer journeys and segmentations based on data and behavior;
- Act as a bridge between strategy, operations, and technical partners during implementations;
- Validate segmentation criteria and ensure strategic consistency in the application of data;
- Monitor and analyze CRM KPIs, connecting engagement indicators to business metrics such as conversion, retention, and revenue;
- Ensure strategic and careful consistency in communications, with close attention to message construction and brand positioning;
- Produce and present executive materials with a strategic interpretation of results;
- Lead and organize the team's demand flow, promoting efficiency and appropriate prioritization.
Requirements
- Solid experience in CRM with both strategic and operational involvement;
- Previous experience with Salesforce; experience in implementation projects is a plus;
- Experience planning and executing campaigns and communication journeys;
- Ability to collaborate effectively with different departments and stakeholders;
- Strong communication and presentation skills, especially in executive contexts;
- Analytical, autonomous, and hands-on profile;
- Ability to work with databases and translate information into strategic guidance in partnership with BI.
Benefits
- Health in check: medical and dental coverage so you and your family can take good care of yourselves.
- Your meal, your choice: Meal allowance (VR/VA) via iFood Benefícios of R$46.00 per day to help you eat with quality and convenience. If you prefer, our office kitchen is also available!
- Commute made easier: Transportation voucher (VT) to make your commute more comfortable, whether by bus, train, or whichever option works best to get you to iD\.
- Safety first: life insurance to provide extra security and peace of mind.
- Keep your English up to date: discounts of up to 20% at partner language schools + reimbursement of R$300/month to invest in your learning.
- Get moving: Wellhub (formerly Gympass) to help you find your favorite physical activity.
- Childcare support: childcare allowance for children up to 6 years old to give you more peace of mind in your daily routine.
- More leisure and culture: partnership with SESC for discounts and benefits.
- Enjoy your day: day off on your birthday so you can celebrate however you like.
- Worry-free end of year: guaranteed year-end recess to close the year with rest and renewed energy.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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