Administer, maintain and evolve Salesforce, ensuring data integrity, up-to-date records, and alignment with department processes;
Design and maintain BI dashboards and reports (Power BI or equivalent), ensuring clear visibility of the area’s key performance indicators;
Manage and govern customer, order, journey, history and interaction data, ensuring standardization and reliability;
Monitor and analyze satisfaction surveys, including NPS, CSAT and internal surveys, producing reports, interpretations and recommendations;
Translate data into actionable insights to improve processes, support the commercial team and enhance the customer experience;
Create and maintain monitoring routines for journey, funnel, service and operational performance metrics;
Identify automation opportunities and systemic improvements, collaborating with IT and internal stakeholders;
Support governance, audit and compliance initiatives and processes related to the commercial cycle;
Provide training and guidance to the team on Salesforce usage, best practices and new features.

Bachelor's degree (Administration, IT, Engineering, Information Systems, Statistics, Marketing or related fields);
Solid experience in CRM, preferably as an advanced user and/or Salesforce administrator;
Strong data analysis skills, familiarity with KPIs and dashboard development (Power BI, Tableau or similar);
Experience with data governance and data quality;
Ability to interpret complex information and convert it into clear, action-oriented insights;
Experience with satisfaction surveys (NPS/CSAT) and voice-of-customer analysis;
Knowledge of commercial processes or Customer Success areas is a plus;

Health insurance;
Dental plan;
Meal or food allowance (meal voucher);
Education and language course assistance;
Profit-sharing program (PPR);
Private pension plan;
Group life insurance;
Medication reimbursements;
Dr. Alper app for quick and simple consultations with doctors and psychologists;
Extended maternity and paternity leave, among others.

Senior CRM Analyst

Key skills