Head of Customer Experience and Retention

1 dia atrás

Brasil RecargaPay Tempo inteiro
About the Role

We are seeking an experienced Head of CRM to lead our customer relationship and engagement strategy, focusing on maximizing satisfaction and loyalty. As a key member of our team, you will develop and implement CRM policies, analyzing data and insights to understand customer needs and enhance their journey experience.

Responsibilities:
  • Lifecycle Strategy: Develop and execute a comprehensive user lifecycle strategy, focusing on activation, retention, engagement, and reactivation;
  • Customer Segmentation: Identify and segment customers based on behavior, needs, and characteristics to personalize communications and offerings;
  • Automation and Tools: Implement effective CRM systems and tools to automate processes, collect relevant data, and analyze performance;
  • Multichannel Communication: Create and manage effective communication campaigns across multiple channels, including email, WhatsApp, SMS, push notifications, and others;
  • Data Analysis: Use data and metrics to assess CRM strategy performance, adjust approaches as needed, and provide insights to the leadership team;
  • Customer Experience: Collaborate with other teams to ensure a consistent and exceptional customer experience across all touchpoints;
  • Team Management: Recruit, train, and lead a team of CRM professionals, fostering a collaborative and productive work environment;
  • Reporting and Dashboards: Ability to create custom reports and dashboards to monitor CRM strategy performance using tools like Tableau, Power BI, or native CRM platform tools.
Requirements:
  • Bachelor's degree in Engineering, Marketing, Business Administration, or a related field; Master's degree/ Postgraduate/ MBA is a plus;
  • Minimum of 5 years of experience in managing and leading lifecycle strategies or related functions;
  • In-depth knowledge of CRM trends and best practices;
  • Experience with CRM tools and platforms such as Clevertap, Salesforce, HubSpot, or similar;
  • Strong analytical skills to interpret data and develop actionable insights;
  • Ability to lead, motivate, and develop teams;
  • Excellent verbal and written communication skills in Portuguese;
  • Fluent in English; Spanish is desirable.
Compensation and Benefits:

We offer a competitive salary range of $120,000 - $180,000 per annum, depending on experience, along with a range of benefits, including medical and dental assistance, life insurance, flexible meal vouchers, and a home office assistance program.

About Us

At RecargaPay, we believe in diversity and inclusion, and we are committed to creating a workplace that reflects the diversity of our customers. We value authenticity and individuality, and we strive to create a culture that is innovative, inclusive, and inspiring.

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