Hybrid CRM Analyst (Mid/Senior)

at Pmweb

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

About the role

• CRM Analyst architecting strategies to enhance customer satisfaction and engagement at Pmweb. Focused on customer interactions to maximize service value.

Responsibilities

• Opportunity Identification: Detect new needs and expand 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: Drive increased use of Pmweb platforms and products, boosting client engagement and satisfaction.
• Workshop Facilitation: Develop 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 the effectiveness of marketing campaigns to ensure efficient resource allocation.
• LTV Analyses: Identify high-value customers and propose actions to maximize return on the customer relationship.
• Multichannel Campaign Development: Design campaigns aligned with customers’ needs and behaviors using segmentation data.
• CRM KPI Monitoring: Analyze retention, churn, and engagement rates and recommend continuous improvements.
• Cross-functional 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 related fields.
• Prior experience managing client portfolios and providing strategic account servicing.
• Strong 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.
• Spanish language skills considered a plus.

Benefits

• Medical and Dental Insurance
• Life Insurance
• Childcare Assistance
• Birthday Day Off
• Wellhub
• Commuter Allowance (Vale Transporte)
• Meal and/or Food Allowance (Vale Refeição/Alimentação)
• Language Learning Incentive
• Education Incentive
• Certification Incentive
• Home Office Allowance
• Structured Performance Review Cycle