Structure, evolve and ensure the continuous improvement of customer journeys based on performance and customer behavior (online, omnichannel and offline).
Identify frictions in the customer experience across touchpoints.
Optimize customer strategy considering RFM, CDV, LTV and CAC.
Lead the strategic orchestration of campaigns, channels and communication cadences, ensuring a coherent customer experience.
Maintain a 360° strategic view of the customer, connecting behavior, journey and outcomes.
Monitor and explain the impact of CRM on revenue, purchase frequency and retention, distinguishing incremental results from commercial calendar effects.
Support the Coordination team in creating materials that synthesize insights and narratives for executive decision-making.
Define CRM priorities based on business impact and customer experience.
Make decisions on allocation of efforts (campaigns, journeys, tests, initiatives).

Strong proficiency in data analysis applied to decision-making (advanced Excel, Power BI, Looker).
Solid knowledge of omnichannel CRM strategies.
Ability to design customer journeys and automated flows.
Business acumen and deep understanding of retail KPIs.
Experience measuring incremental impact.
Ability to work with behavioral segmentation.
Knowledge of testing and experimentation (A/B testing).
Analytical and critical thinking to turn data into actionable insights.
Ability to prioritize and make decisions in complex scenarios.
Clear communication across different levels of the organization.
Ability to balance pressure for short-term results with building relationships and long-term value.
Intellectual curiosity and continuous learning in CRM and data.

Transportation voucher and/or company shuttle for openings at our distribution centers (CDs)*
Meal/Food voucher
Christmas food basket voucher
Home office allowance (for hybrid or remote work contracts)*
Multi-purpose purchase credit card
Employee discount in our stores
Health care plan
Dr. Be (telemedicine, telepsychology, nutritional coaching and sports coaching)
Wellhub (Gympass)
Programs and campaigns designed to promote self-care, health and well-being for employees and their families
Balance methodology applied with leadership and teams to strengthen communication and recognition, well-being and work style/tools
Dental plan
Univers
discount at Raia and Drogasil pharmacies
Pet health plan
Running coaching
Discounts at universities, schools, language and professional courses
Tickets to cinemas, parks and much more.

Marketing Analyst III – CRM

Key skills