About this role
We are looking to hire an experienced CRM professional to own our CRM strategy in Brazil. In this role, you will be responsible for delivering high-impact customer communications across email, SMS and WhatsApp, driving both acquisition and retention throughout the customer lifecycle.
What you’ll do
Own the end-to-end CRM strategy and execution for the Brazilian business across email, SMS and WhatsApp.
Build, launch and optimize CRM campaigns using Customer.io (or similar CRM platforms).
Translate business objectives into CRM strategies that drive customer acquisition, engagement and retention.
Design, execute and analyze A/B tests to continuously improve campaign performance and customer lifecycle journeys.
Manage key automated CRM flows, including cart abandonment, lead nurturing, churn recovery, promotional campaigns and referral programs.
Continuously review and optimize the customer communication journey to improve user experience and reduce support contacts.
Monitor campaign performance, build reports and generate actionable insights to improve CRM effectiveness.
Work closely with copywriters and designers to create engaging CRM communications, providing clear creative briefs and ensuring high-quality execution.
Collaborate daily with the UK team to align on global CRM strategy, share best practices and ensure consistency across markets.
What we need from you
5+ years of experience working with CRM platforms such as Customer.io, Braze, Salesforce Marketing Cloud or similar.
Fluent English, as you will collaborate with international teams on a daily basis.
Exceptional written communication skills in Portuguese.
Intermediate to advanced HTML knowledge for email creation and troubleshooting.
Strong analytical mindset with experience measuring campaign performance and generating actionable insights.
Experience designing CRM strategies across the customer lifecycle, including acquisition, engagement and retention.
Hands-on experience planning, executing and analyzing A/B tests.
Experience working with creative teams, building briefs and managing content production processes.
Excellent communication and stakeholder management skills.
A proactive, data-driven mindset with strong ownership and attention to detail.
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