Customer Success role focusing on technology solutions and client relationships at Ravel. Ensuring customer satisfaction, engagement, and retention through innovation and improvement strategies.
About the role
- CRM Analyst driving customer satisfaction and strategic engagement at Pmweb. Requires marketing degree and experience in customer management and digital marketing.
Responsibilities
- Opportunity Identification: Detect new needs and expand the clients' service portfolios.
- Proactive Communication: Maintain daily contact with clients, participating in meetings and interacting 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 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 clients’ metrics daily to ensure strategies are optimized.
- Impactful Reporting: Prepare and present weekly and monthly reports with insights on performance and service consumption.
- CRM Strategy Development and Execution: Focus on optimizing segmentation and campaign personalization using methodologies such as RFV and LTV.
- Control Group Implementation: Measure marketing campaign effectiveness to ensure efficient resource allocation.
- LTV Analysis: Identify high-value customers and propose actions to maximize lifetime value.
- Multichannel Campaign Development: Create campaigns aligned with customer needs and behaviors, leveraging segmentation data.
- CRM KPI Monitoring: Analyze retention, churn, and engagement rates, recommending continuous improvements.
- Cross-team Collaboration: Work with marketing, data, and BI teams to align CRM strategies with business objectives.
- Detailed Performance Reporting: Provide insights into customer behavior and campaign effectiveness.
Requirements
- Bachelor's degree in Marketing, Advertising, Communications, or a related field.
- Previous experience managing client portfolios and providing strategic account management.
- Strong knowledge of digital marketing, CRM campaigns, and performance marketing.
- Familiarity with industry practices in CRM, CRO, and Loyalty.
- Data analysis skills; ability to interpret metrics and results to identify new business opportunities.
- Proficiency in Spanish and English is a plus.
Benefits
- Health and Dental Insurance
- Life Insurance
- Childcare Assistance
- Birthday Day Off
- Wellhub
- Transportation Allowance
- Meal and/or Food Allowance
- Language Learning Incentive
- Education Incentive
- Certification Incentives
- Home Office Allowance
- Structured Evaluation Cycle
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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