Coordenação de CRM

Accountabilities

• Lead, coach, and develop a team of CRM analysts, fostering strong performance, collaboration, and professional growth.

• Oversee the delivery of CRM services and implementations, ensuring agreed SLAs, KPIs, quality standards, and timelines are consistently met.

• Manage operational capacity, demand prioritization, workload allocation, and service planning across multiple markets and business needs.

• Identify opportunities to simplify, standardize, and continuously improve CRM processes, tools, and ways of working.

• Analyze service and operational performance, identify deviations and risks, and lead corrective action plans to improve results.

• Act as an escalation point for operational and service-related issues, coordinating timely and effective resolution.

• Build strong relationships with internal stakeholders, business teams, markets, and external partners to ensure alignment and high-quality service delivery.

• Lead transformation initiatives and the adoption of new processes, technologies, and working methods.

• Ensure compliance with internal standards, controls, governance requirements, and audit expectations.

• Support the ongoing evolution of CRM services and solutions in alignment with broader digital and customer engagement strategies.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Technology, International Relations, or a related field.

• Advanced English proficiency, both written and spoken, with the ability to collaborate effectively in an international environment.

• Previous experience leading and developing teams, ideally within CRM, digital marketing, technology, or shared-service operations.

• Experience working in corporate and multicultural environments, managing stakeholders and internal clients across different functions or markets.

• Strong knowledge of CRM platforms and marketing automation solutions, with an understanding of customer engagement processes.

• Experience managing projects, operational services, and continuous improvement initiatives.

• Strong analytical skills, with the ability to monitor KPIs, evaluate performance, identify issues, and turn insights into actionable improvements.

• Excellent planning, organizational, problem-solving, decision-making, communication, and influencing skills.

• Experience with platforms such as Salesforce Marketing Cloud, Braze, Eloqua, Adobe Campaign, or similar solutions is a strong advantage.

• Familiarity with Email Marketing, automated customer journeys, SMS, and WhatsApp campaigns is desirable.

• Experience in Digital Marketing or Customer Experience environments is a plus.

• Knowledge of continuous improvement methodologies and NCE principles is an advantage.

Benefits

• Flexible working model with the opportunity to work remotely.

• Opportunity to lead CRM services supporting multiple markets and brands within a large international environment.

• Exposure to digital transformation, CRM technology, marketing automation, and customer experience initiatives.

• Strong opportunities to develop leadership, operational management, and stakeholder-management skills.

• Collaborative and multicultural working environment with exposure to diverse teams and business areas.

• Opportunity to contribute to continuous improvement and the implementation of innovative ways of working.

• Inclusive workplace culture that values diverse perspectives, innovation, respect, and employee well-being.

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