CRM Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CRM Specialist based in Brazil . As a CRM Specialist, you will lead the strategy for customer lifecycle communications, connecting data, automation, and content to drive engagement, retention, and conversion. You will own the development and optimization of personalized customer journeys across email, push notifications, in-app messaging, and SMS. Working at the intersection of Growth, Product, Data, Content, and Design, you will use experimentation and analytics to measure campaign impact and identify opportunities for continuous improvement. You will also oversee CRM technology, deliverability, and data governance while supporting the expansion of communication strategies into new markets. This is an opportunity to make a strategic impact in a remote-first digital business that values innovation, autonomy, collaboration, and continuous learning.

Lifecycle Strategy and Customer Journeys: Define and continuously improve lifecycle marketing strategies, including communication journeys, messaging sequences, contact frequency, prioritization, and channel pressure across email, push notifications, in-app messaging, and SMS. Experimentation and Optimization: Lead structured CRM experimentation programs using A/B tests, multivariate testing, control groups, and holdouts to measure incremental impact and optimize campaign performance. Audience Segmentation and Personalization: Develop advanced behavioral, RFM, and propensity-based audience segments in collaboration with BI and Data teams to improve message relevance and personalization. CRM Technology and Automation: Serve as the technical reference for the CRM platform, overseeing data architecture, integrations, events, and best practices while contributing to the evolution of the marketing technology stack. Deliverability Management: Monitor and optimize email deliverability, including domain and IP reputation, database hygiene, authentication protocols, bounce rates, and spam indicators. Performance Analytics and Reporting: Define and monitor CRM KPIs, including retention, churn, lifetime value (LTV), and cohort-based conversion. Develop forecasts and translate performance insights into actionable business recommendations. Internationalization: Lead the technical adaptation of communication strategies for new markets, including localized customer journeys, campaign calendars, and audience segmentation. Data Governance and Privacy: Ensure compliance with Brazil's General Data Protection Law (LGPD) and applicable privacy requirements by managing consent, communication preferences, and opt-out processes across channels. Technical Leadership and Mentorship: Mentor CRM analysts, share best practices, review critical campaigns, and establish quality standards that strengthen the team's capabilities. Cross-Functional Collaboration: Influence priorities alongside Product, BI, Content, and Design teams, representing CRM needs in roadmap discussions and ensuring lifecycle initiatives align with broader business objectives. Requirements Professional Experience: At least 5 years of experience in CRM, lifecycle marketing, retention, or a related field, with demonstrated results in improving engagement, retention, and conversion. CRM Platforms and Marketing Automation: Advanced proficiency in enterprise CRM and marketing automation platforms such as Insider, Braze, Salesforce Marketing Cloud, HubSpot, or similar tools, including integrations and data architecture. Experimentation and Measurement: Proven experience designing and managing structured experimentation programs, including A/B and multivariate testing, holdout groups, and incremental impact measurement. SQL and Business Intelligence: Strong SQL skills for audience segmentation and data analysis, alongside proficiency in BI tools such as Looker, Metabase, Tableau, or equivalent platforms. Lifecycle Metrics: In-depth understanding of retention, churn, LTV, cohort analysis, channel performance, and deliverability metrics, with the ability to translate findings into practical optimization strategies. Analytical and Strategic Thinking: Ability to connect customer behavior, campaign performance, and business objectives to prioritize initiatives and drive measurable outcomes. Communication and Collaboration: Strong interpersonal skills and the ability to work effectively across multidisciplinary teams, influence stakeholders, and communicate technical insights clearly. Additional qualifications that would be advantageous include: Deep experience with Insider, particularly its architecture, APIs, and advanced personalization capabilities. Experience supporting the internationalization of digital products and managing multichannel communications across multiple countries. Familiarity with propensity models and customer data platforms (CDPs) applied to marketing campaigns. Advanced HTML/CSS skills for email development and knowledge of personalization scripting languages such as AMPscript, Jinja, or Liquid. Advanced English and/or Spanish proficiency. Benefits Remote-first work model: Work remotely from Brazil, with autonomy and flexibility, alongside occasional in-person team gatherings in São Paulo, with arrangements coordinated by the company. Health coverage: Health insurance for you and your eligible family members, with no employee cost or copayments, plus dental insurance and life insurance. Flexible meal benefits: Flexible meal and food allowance through Caju. Well-being support: Access to TotalPass for physical activities and ZenKlub for mental health support. Performance incentives: Annual profit-sharing program (PPR) linked to goals and business impact. Reading benefits: Premium subscription to the digital reading platform and access to a monthly e-book book club. Family support: Childcare allowance and extended parental leave. Learning and development: Partnerships with language schools and language-learning providers, including Berlitz and Open English. Additional time off: Extended holidays around São Paulo public holidays, paid year-end break, and a birthday day off.