CRM Manager

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world's leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-HybridTeam Overview

We are seeking a CRM Manager with proven expertise in B2B strategies and a deep understanding of WhatsApp for business, to lead our engagement with restaurant partners. You will own the CRM strategy, driving lifecycle engagement, optimizing communications, and ensuring robust relationships with our restaurant clients. This role is critical for maximizing B2B growth and retention within our restaurant database.

Role Responsibilities

• Define & Lead CRM Strategy: Develop and execute comprehensive B2B CRM strategies focused on the restaurant sector, spanning the entire customer lifecycle from acquisition to retention and loyalty.

• WhatsApp B2B Engagement: Design, implement, and optimize WhatsApp communication strategies for B2B restaurant outreach, including automated messages, campaigns, and customer support flows. Leverage WhatsApp for lead nurturing, product updates, and personalized interactions.

• CRM Platform & Data Management: Oversee the CRM platform (e.g., Salesforce, HubSpot) to ensure effective management of our restaurant database. Drive data quality and segmentation for targeted B2B initiatives.

• Performance Analysis: Analyze CRM and WhatsApp campaign performance using existing dashboards and reports. Identify trends, derive actionable insights, and make data-driven recommendations to improve B2B restaurant engagement and outcomes.

• Cross-functional Leadership: Collaborate closely with sales, marketing, and customer success teams to align CRM strategies and ensure seamless execution across all B2B restaurant touchpoints.

Role Qualifications

• Bachelor's degree in a relevant field.

• 6+ years of strong experience with CRM, with a significant focus on B2B strategies.

• Extensive hands-on experience and proven success in leveraging WhatsApp for B2B customer engagement and CRM.

• Expertise with a leading CRM platform (e.g., Salesforce, HubSpot), including advanced features and integrations.

• Strong analytical mindset with the ability to interpret data from reports and dashboards to derive strategic insights.

• Excellent communication, leadership, and project management skills.

EEO Statement

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on #J-18808-Ljbffr

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