CRM Coordinator

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. Team Overview 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. Role Responsibilities 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 Role Qualifications 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. Competencies: Analytical Thinking & Insights Generation Business Acumen Process & Tool Project Management Communication & Collaboration & Stakeholder influence Adaptability 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. 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