Senior CRM and Communications Governance Analyst

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

📋 Description

• Oversee the strategy and execution of the Unified Customer Communications Calendar

• Resolve scheduling and messaging conflicts in collaboration with other RD Station teams

• Develop and maintain the Customer Communications Playbook, which includes SLAs, tone-of-voice standards, channel-priority matrix, frequency limitations, and quiet hours

• Establish tone-of-voice standards and templates

• Compose essential and crisis communications, covering technical issues, product discontinuations, and institutional announcements

• Evaluate strategic communication workflows

• Enhance and configure automation journeys and intricate segmentations within CRM and sending platforms

• Track deliverability, engagement, and perceived quality metrics, such as open rates, click-through rates, domain reputation, opt-outs, LGPD compliance, Net Promoter Score (NPS), and customer feedback

• Strategically coordinate communications to the active customer base, ensuring that the appropriate message reaches customers at the optimal time to enhance retention and engagement

⛳️ Requirements

• Proven experience in the B2B SaaS or technology sectors, specifically in CRM, Lifecycle Marketing, Channel Governance, or Customer Engagement

• Demonstrated success in leading cross-functional projects and balancing priorities across various business units

• Advanced practical expertise in email marketing automation and CRM platforms, such as RD Station Marketing or similar tools

• Technical understanding of deliverability, including domain reputation, IP warming, SPF, DKIM, DMARC, and management of spam rates and bounce rates

• Practical experience applying LGPD within email marketing, encompassing consent, opt-in/opt-out, and suppression processes

• Proven ability to create tone-of-voice guidelines, templates, and corporate messaging for critical communications

• Practical experience with ticketing and workflow management tools, including Jira and Confluence

🏝️ Benefits

• Comprehensive well-being initiatives focused on emotional, financial, physical, occupational, and social health

• Ongoing learning environment with opportunities for professional development and career advancement

• Inclusive workplace with a strong commitment to diversity and belonging