MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- Develop strategies segmented by customer clusters, ensuring each segment receives appropriate value, experience and Customer Success rituals.
- Build forecasting models for NRR, churn and expansion, ensuring early visibility into risk and the sustainability of recurring revenue, and monitor performance indicators.
- Strong command of Customer Economics and the financial impact of retention, expansion and operational efficiency initiatives.
- Structure and scale the Customer Success operation, ensuring efficiency, performance and sustainability of recurring revenue.
- Implement and evolve the Customer Journey (onboarding → adoption → expansion), with processes, tools and governance.
- Work in partnership with Sales, Product, Marketing and Support, ensuring alignment between delivered value, communication and experience.
- Act as guardian of a customer excellence culture, turning the customer experience into a competitive differentiator.
Requirements
- Bachelor's degree required; MBA or specialization in Management, Business or related fields preferred.
- Proven experience implementing and leading Customer Success in SaaS companies or startups.
- Strong track record of reducing churn, increasing NRR and driving organic account growth.
- Proficiency with AI tools and data analytics applied to Customer Economics metrics (CAC, LTV, ARPA, churn recovery).
- Experience in performance governance, managing multidisciplinary teams and cross-functional integration.
- English desirable; Spanish is a plus.
Benefits
- Meal allowance: R$43.00 per day (only R$1 monthly deduction!) and paid during vacation 🎉
- Unimed Health Plan: benefit with no co-pay already during the probation period and with the monthly fee paid by Tecnofit! 🩺
- DentalUni Dental Plan: available during the probation period and at no cost to the Tecnofitter! 🦷
- Childcare assistance via reimbursement 👶🏻
- Life insurance: Allianz Seguros 🚩
- Gazeta do Povo club access!
- Transportation voucher (optional): up to 6% payroll deduction. Note we work in a hybrid model (3 days per week in the office) 🚌
- Physical and mental health support: reimbursement for physical activities and adventures, as well as psychological, psychiatric and nutrition appointments 🏃🏽
- TotalPass: to boost your fitness life 🏋️♀️
Job title
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