Cx CRM Tools 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-Hybrid

Team Overview:
Role Responsibilities:

- CRM Administration & Optimization- Own the configuration, maintenance, and evolution of the CRM platform (e.g., Salesforce, HubSpot).
- Ensure CRM processes align with sales workflows, lead routing, and activity tracking.
- Partner with the Director and analysts to define business requirements and implement improvements.
- Sales Reporting & Dashboard Management- Design, build, and maintain dashboards to support sales execution, funnel tracking, and strategic reviews.
- Provide ad hoc and recurring reporting to leadership and execution teams.
- Track key metrics such as outreach volume, conversion rates, sales velocity, and pipeline movement.
- Tooling & Platform Support- Manage sales tech stack integrations (e.g., dialers, engagement platforms, enrichment tools).
- Serve as the point of contact for troubleshooting, platform user support, and vendor collaboration.
- Support training and documentation to promote adoption and data integrity.
- Data Governance & Integrity- Monitor CRM data quality, duplication, and compliance with operational standards.
- Collaborate with Lead Ops and Enablement teams to resolve data and tooling gaps.
- Support segmentation and targeting projects with enriched data sets.
- Process Improvement & Automation- Identify opportunities to automate manual tasks, improve data flows, and reduce friction in sales processes.
- Partner with IT, data, and product teams for implementation of scalable system improvements.
- Document new workflows, system changes, and operational protocols.

Key Deliverables:

- CRM configuration plans and enhancement backlog
- Sales dashboards and reporting suite
- Tool usage compliance tracking
- Operational process documentation and automation logs
- Monthly insights decks for senior leadership

Role Qualifications:

- Bachelor’s degree in Information Systems, Business, Engineering, or related field
- 3+ years of experience in sales operations, CRM administration, or business analytics roles
- Hands-on experience with CRM tools and BI platforms (e.g., Salesforce, HubSpot, Tableau, Power BI)
- Strong Excel and data manipulation skills
- Experience managing system integrations and supporting commercial teams

Preferred Skills:

- Understanding of sales workflows and revenue operations
- Knowledge of API connections, automation tools (e.g., Zapier), or SQL basics
- Strong communication skills to translate data into business action

Competencies:

- Systems Thinking
- Analytical Insight Generation
- CRM & Tool Administration
- Data Integrity & Governance
- Cross-Functional Collaboration

**What we really want to see in you:

- Strategic thinking with the ability to also go deep on the details and analysis. Hands on execution and continuous improvement mindset.
- Data, data and more data - Come with examples and show us with hard driven facts what you have accomplished in the past.
- Must be customer-centric and can develop creative solutions to various complex problems.
- Ownership and end to end accountability, with a protagonist attitude
- Clear examples in management roles where YOU drove change, innovated and motivated your team.
- We need team players, not solo artists. Tell us about your team's accomplishments

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