Analista de Operações, CRM

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act in the CRM area, integrating with the Operations, Customer Success, and Projects teams.

• Receive, organize, and monitor requests related to CRM operations.

• Support the planning and tracking of projects, ensuring visibility on activities, responsible parties, deadlines, dependencies, and risks.

• Conduct follow-ups with involved areas and assist in resolving impediments.

• Assist the Customer Success team in organizing accounts, meetings, agendas, minutes, action plans, and monitoring deliverables.

• Serve as a backup for Customer Success during scheduled absences, ensuring continuity of requests and communication with clients.

• Keep clients and internal teams informed about progress, next steps, pending items, and risks.

• Aid in the construction, documentation, and updating of processes, workflows, procedures, and operational agreements.

• Identify failures, rework, and opportunities for improvement in operational workflows.

• Support capacity control, priorities, schedules, and SLAs.

• Organize information and ensure that decisions, responsible parties, and deadlines are formalized.

• Monitor requests from start to finish, contributing to the advancement of deliveries without the need for constant direction.

• Utilize the management tools adopted by the company to record, update, and track activities.

⛳️ Requirements

• Knowledge of CRM, customer relationship journeys, and the customer lifecycle.

• Familiarity with major communication channels such as email, SMS, push notifications, WhatsApp, and digital channels.

• Experience or exposure to B2B customer service and relationships.

• Basic knowledge of project management, including Scope, Time, Stakeholders, Risks, dependencies, and delivery tracking.

• Basic understanding of operational processes, workflow documentation, and continuous improvement.

• Ability to organize requests, set priorities, and manage multiple activities simultaneously.

• Strong verbal and written communication skills, with clarity in formalizing decisions, deadlines, responsibilities, and next steps.

• Ability to interpret briefings, identify missing information, and transform a request into an action plan.

• Problem-solving profile, with the initiative to seek information, involve necessary parties, and propose solutions.

• Responsibility to operate autonomously within the function's limits, knowing when to proceed, validate, or escalate a decision.

• Ability to work collaboratively with Customer Success, Planning, Projects, Processes, BI, Creative, and technical areas.

• Proficiency in Excel or Google Sheets and presentation tools.

• Organizational skills and discipline to keep tools, documents, and request statuses updated.

• Experience in agencies, consultancies, technology companies, or CRM operations.

• Exposure to campaigns or relationship management strategies.

• Experience with project and activity management tools.

• Knowledge of agile methodologies, operational indicators, SLAs, and capacity management.

• Experience in drafting minutes, action plans, schedules, workflows, or operational procedures.

• Familiarity with CRM data and indicators, such as engagement, conversion, retention, and frequency.

• Understanding of CRM platforms or marketing automation tools.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Flexible working hours and remote work options.

• Opportunities for professional development and training.

• A dynamic and collaborative work environment.

• Performance-based bonuses and incentives.