Drive the transformation of the sales journey for pre-owned vehicle retail, identifying improvement opportunities from lead capture through deal closure;
Diagnose issues, bottlenecks and opportunities at specific stages of the commercial journey, focusing on customer experience, productivity and scalability;
Map AS-IS journeys, design TO-BE solutions and document flows, hypotheses and action plans to evolve the operation;
Implement improvements in processes, systems and operational routines using technology, automation and integration with partner areas;
Own a micro-stage of the sales journey, continuously monitoring the performance of the area under your responsibility;
Lead the full cycle of diagnosis, implementation, results monitoring and continuous improvement of deployed solutions;
Collaborate with Intelligence, Operations, Marketing, Technology/Labs and Store teams to ensure that designed improvements deliver real front-line impact;
Enable more efficient flows for involved areas, ensuring better lead routing, increased sales productivity and an improved customer experience;
Support training, communications and adoption monitoring for implemented initiatives, promoting operational adherence to new processes;
Prepare executive materials and KPI tracking to support prioritization and decision-making.

Bachelor's degree required;
Experience implementing and managing projects/processes, preferably in transformation, continuous improvement or consulting contexts;
Experience mapping customer journeys, designing flows and reviewing processes;
Experience working at the interface between business, operations and technology;
Familiarity with CRM tools and customer journey management platforms;
Analytical ability to interpret KPIs, identify opportunities and translate data into practical business actions;
Knowledge of Agile methodologies, Lean and/or BPM;
Proficiency in Excel and/or Power BI for KPI tracking and business analysis;
Strong communication and influencing skills, with the ability to engage multiple stakeholders;
Hands-on profile with autonomy, an ownership mindset and a strong execution orientation.

Senior Commercial Transformation Project Analyst

Key skills