CRM Coordinator

#LI-Hybrid About the team/role The CRM Coordinator (Farming) for Inside Sales Operations will play a critical role in enabling data-driven decision making, optimizing nurturing processes, and supporting the execution of operational strategies for customer retention and performance/sales improvement. This individual will be responsible for monitoring performance dashboards for the customer base, ensuring that the results of communications and journeys are aligned with goals. They will also be responsible for analyzing the customer lifecycle, analyzing journey conversion rates, and supporting the continuous optimization of the CRM for Farming teams, efficiently representing the function within the operation. In this role, you'll be... Farming Operations Analysis & Reporting Monitor and analyze customer base management performance, focusing on supporting customer performance improvement through nurturing journeys and workflows. Conduct assiduous management and monitoring of CRM dashboards (e.g., journey performance, engagement), generating insights, and proposing continuous changes and optimizations. Present optimization insights and recommendations of the wider area, ensuring alignment between CRM operations and Farming objectives. Process Optimization & Workflow Design Identify and propose improvements to existing post-sales workflows, focusing on nurturing journeys and processes that support sales expansion within the customer base. Collaborate with operational leaders (Farming, Product, Support) to ensure new processes are scalable, measurable, and easy to adopt. Support documentation and training (onboarding and continuous) on new processes and tools for the Farming team. CRM Management & Optimization Act as the primary focal point for the customization, adoption, and continuous optimization of the CRM platform for the Farming team’s needs. Ensure the creation and maintenance of fields, objects, and automations that support customer journey management and customer base segmentation for nurturing actions. Maintain data integrity and ensure team adoption of the designed processes and journeys. Operational Support & Strategic Projects Support management with analyses on journey performance and operational CRM workflows, identifying bottlenecks and opportunities. Act as thought partner in exploring automation, AI, and new tools focused on nurturing and customer base management. Track the progress of operational priorities, pilots, and experiments focused on the customer base. Key Attributes We Value Weekly and monthly performance reports and insights decks (focused on journey and process performance) CRM configuration and optimization documentation Dashboards and operational enablement tools Process mapping and improvement plans Qualifications: Bachelor’s degree in Business, Engineering, Economics, Data Analytics, or related field. 5+ years of experience in data analysis + CRM (B2C or B2B), sales operations (Sales Ops), or CRM administration. Strong experience with CRM processes and metrics, with a focus on customer journeys and automation. Advanced Excel and proficiency in BI tools for dashboards analysis and monitoring. Experience with CRM tools (e.g., Salesforce, Hubspot, or similar). Strong organizational and communication skills, with stakeholder management experience. Preferred Skills: Familiarity with multi-channel communication (E-mail, Whatsapp, SMS, RCS) Hands‑on experience with CRM implementation projects. SQL Experience working with cross‑functional teams. Analytical Thinking & Insights Generation Business Acumen Process & Tool Project Management Proactivity What we really want to see in you: A true sense of ownership: You don't just manage processes; you take full responsibility for their performance and adoption. You are the go‑to expert for all things CRM Farming. A data‑curious and analytical mindset: You don't just read dashboards; you actively hunt for the "why" behind the numbers and are driven to find insights that lead to optimization. Proactive problem‑solving: You are constantly looking for bottlenecks, inefficiencies, or opportunities to improve customer journeys—often before they become problems for the team. A highly collaborative spirit: You understand that CRM is a team sport. You excel at working with stakeholders (like the Farming team, Product, and Sales Ops) to build solutions that everyone can use effectively. Meticulous attention to detail: You know that in CRM, small errors in data or workflow logic can have big consequences. You are precise and thorough in your work. An adaptable and process‑oriented builder: You are comfortable in a dynamic environment and have a natural talent for mapping out complex processes and making them simple and efficient. You'll love working at DiDi because... We create user 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. 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. Growth We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow. Diversity and Inclusion Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all. Diversity & Inclusion Diversity is not a vision of the future or something we wish to have one day, it is a non‑negotiable value of who we are. We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups – 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us. We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). #J-18808-Ljbffr