Lead the CRM strategy and the CX squad, ensuring an integrated view of the customer journey and the continuous improvement of the e-commerce experience and business growth;
Define CRM priorities and action plans, structuring and enhancing lifecycle strategy, segmentations and communication cadences based on behavior, value and journey stage;
Lead the CX squad, ensuring excellence at customer touchpoints and driving continuous improvement of the experience and processes;
Plan and direct the strategic calendar of campaigns and relationship initiatives, focusing on activation, retention and LTV growth;
Monitor and analyze key KPIs (engagement, retention, churn, LTV, profitability, NPS and sentiment), translating data into strategic guidance and growth opportunities;
Work closely with customer service, media, product and commercial teams, connecting the customer perspective to business decisions and ensuring execution aligned with strategic planning;

Bachelor's degree in Business Administration, Marketing, Social Communication or related field;
Strong experience in CRM, preferably in retail;
Familiarity with Oracle Responsys, GA4 and Martech tools;

Senior CRM Analyst – E-commerce

Key skills