CRM Analyst

Role Overview

• Customer Database Management: Maintain, cleanse, and enrich the customer database (fleet owners, independent drivers, dealerships);
• Ensure data integrity and appropriate segmentation for targeted, personalized actions;
• Segmentation and Personalization: Create customer clusters based on purchase behavior, fleet profile, vehicle lifecycle stage, and maintenance history. Develop personalized campaigns for each segment, taking the customer journey stage into account;
• Campaign Planning and Execution: Plan and execute email marketing, SMS, WhatsApp and other targeted media campaigns;
• Promote after-sales activities, preventive maintenance, genuine parts, service plans, and loyalty programs;
• Customer Journey Mapping and Optimization: Identify critical touchpoints in the journey (purchase, delivery, maintenance, fleet renewal);
• Propose improvements and automations to increase satisfaction and retention;
• Data and Performance Analysis: Monitor KPIs and campaign engagement. Generate insights to support decision-making and continuous improvement of CRM strategies;
• Integration with Key Areas: Collaborate with sales, after-sales, product marketing and dealerships to align strategies and ensure consistent communication. Support digital marketing and events with relevant data and segmentations;
• Tools and Platforms Management: Operate and evolve CRM platforms (Dynamics) and ensure integration with legacy systems;
• Innovation and Continuous Improvement: Research new technologies, trends and CRM best practices applicable to the automotive sector. Test and implement improvements based on A/B tests and customer feedback.

Requirements

• Bachelor's degree in Advertising, Production Engineering, or Information Systems
• Advanced/Fluent English

Benefits

• Competitive, market-aligned compensation
• Birthday day off
• Partnership with TotalPass gym