CRM Analyst

CRM Analyst (Sales) Join to apply for the CRM Analyst (Sales) role at 99. About the Company 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). Since 2018, we have been part of 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. About the Team / Role The CRM Analyst (Sales) for Inside Sales Operations will play a key role in supporting data‑driven decision making, assisting in the optimization of sales processes, and executing operational tasks for lead conversion and sales performance. In this role, you’ll be… Sales Operations Analysis & Reporting. Monitor lead and pipeline management performance, supporting sales team performance improvement through acquisition cadences and workflows. Execute the day‑to‑day management and monitoring of CRM dashboards (e.g., funnel performance, cadence engagement, activity metrics), identifying anomalies, and escalating insights. Prepare reports and analyses on optimizations to share with the wider area, helping to ensure alignment between CRM operations and Sales objectives. Process Optimization & Workflow Support: support identification of improvements to existing sales (pre‑sales) workflows, focusing on acquisition cadences and lead qualification processes. Assist in the collaboration with operational leaders (Sales, Marketing, Support) to test and validate new processes. Maintain documentation (SOPs) and support training sessions on new processes and tools for the Sales team. CRM Maintenance & Optimization: act as a key support contact for the Sales team’s CRM needs and answering questions; create and maintain fields, objects, and automations supporting lead and opportunity management; help maintain data integrity and monitor team adoption of designed processes and cadences. Operational Support & Strategic Projects: support management by pulling data and running analyses on funnel and cadence performance and operational CRM workflows; assist in exploring and testing automation, AI, and new tools focused on acquisition and lead management; execute and monitor pilots and experiments focused on the lead/prospect base, reporting on progress. Key Deliverables: weekly and monthly performance reports (focused on journey and process performance); CRM configuration updates and documentation maintenance; dashboard monitoring and operational support; process mapping support and improvement tracking. Qualifications Bachelor’s degree in Business, Engineering, Economics, Data Analytics, or related field. 2+ years of experience in data analysis + CRM (B2C or B2B), sales operations, or CRM administration. Good understanding of CRM processes and metrics, with a focus on customer journeys and automation. Proficiency in Excel and familiarity with BI tools for dashboard analysis and monitoring. Experience with CRM tools (e.g., Salesforce, Hubspot, or similar). Strong organizational and communication skills. Preferred Skills Familiarity with multi‑channel communication (E‑mail, Whatsapp, SMS, RCS). Familiarity with CRM implementation projects. SQL. Experience working with cross‑functional teams. Competencies Analytical Thinking Attention to Detail Process Orientation Task Management & Organization Communication & Collaboration Adaptability Proactivity What we really want to see in you A strong sense of responsibility: you don’t just complete tasks; you take responsibility for the quality and accuracy of your work, and you are a reliable support contact for the team. A data‑curious and analytical mindset: you are eager to learn and actively dig into the "why" behind numbers, helping to find insights that lead to optimization. Proactive problem‑spotting: you constantly identify and elevate potential bottlenecks or inefficiencies in customer journeys. A highly collaborative spirit: you enjoy working with stakeholders to support the team and help execute solutions effectively. Meticulous attention to detail: you know that in CRM, small errors in data or workflow logic can have big consequences. An adaptable and process‑oriented learner: you are comfortable in a dynamic environment and have a talent for following and improving complex processes. You’ll love working at DiDi because… We create user value: we focus on always innovating new experiences that are safe, pleasant and efficient. We are data‑driven, making informed decisions by analyzing valuable metrics. We practice win‑win collaboration: success is a team sport and we communicate with candor and execute with excellence. Integrity is at the core of our business; we do the right thing sincerely. Growth: we venture beyond our comfort zones, learn from mistakes, and help each other grow. Diversity and inclusion: we respect differences and believe in equal opportunities for all. Seniority level Entry level Employment type Full‑time Job function Business Development and Sales Industries Software Development Diversity & Inclusion We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). We practice inclusion, plurality, and respect and count on the governance of the Diversity Committee. #J-18808-Ljbffr