CRM Specialist

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

The CRM Specialist will be the technical focal point and main administrator for our CRM and automation platforms. The focus of this role is to ensure the health, performance, governance, and integration of our tool ecosystem, supporting the Sales and Farming areas.

This individual will be responsible for the technical management of the platforms, coordinating adjustments, ensuring the correct integration between systems, and maintaining the organization of the data architecture. Furthermore, they will actively engage in the prospecting, evaluation, and implementation of new tools and channels, seeking optimizations and technological expansion opportunities.

Role Responsibilities

• Technical Platform Management and Administration
• Act as the main Administrator for the CRM and connected tools.
• Manage user profiles, access permissions, field/object customization, and layouts.
• Proactively monitor system health, performance, and API usage, ensuring operational stability.
• Maintain technical documentation of the system architecture and data flows.
• Integration Management
• Manage, monitor, and optimize existing integrations between the CRM and satellite tools (automation, communication, etc.).
• Act as the technical focal point for resolving integration issues (e.g., API breaks, unsynced data).
• Ensure that data flows correctly, securely, and efficiently between all platforms.
• Expansion Projects and New Tools
• Research and evaluate new technologies, channels, and features (such as new AI tools or communication channels) that could optimize the operation.
• Lead the technical implementation and integration of new tools into the CRM ecosystem.
• Coordinate platform improvement projects, from technical solution design to go-live, working alongside Sales and Farming analysts.
• Optimization and Data Governance
• Proactively seek platform optimizations, proposing new automation workflows, field cleanups, or usability improvements.
• Define and implement data governance rules to ensure the hygiene and quality of the contact and customer database.
• Support operational analysts in creating complex reports and dashboards that require technical knowledge of the data architecture.

Role Qualifications

Qualifications:

• Bachelor's degree in Information Systems, Engineering, Computer Science, Data Analytics, or related field.
• 5+ years of proven experience in CRM Administration (e.g., Salesforce Admin, HubSpot Ops, Dynamics Admin), Marketing/Sales Technology, or CRM Implementation Consulting.
• Practical and proven experience with integration management (APIs, Webhooks, Middlewares).
• Analytical profile and strong ability to solve complex technical problems.

Preferred Skills:

• Official certifications in CRM platforms (e.g., Salesforce Certified Administrator, HubSpot Ops Certified).
• SQL knowledge for database queries.
• Experience with agile methodologies (Scrum/Kanban) for managing implementation projects.
• Familiarity with data architecture. 

Competencies:

• Technical Problem Solving
• Systems Thinking / Solution Architecture
• Project Management
• Analytical Thinking
• Organization and Attention to Detail
• Collaboration & Communication (to translate business needs into technical solutions)
• Proactivity and Technological Curiosity

What we really want to see in you:

• A Platform Owner: You treat the health, scalability, and security of the CRM as your primary responsibility.
• A Solution Architect: You don't just "turn screws"; you think about how a change affects the entire ecosystem and build solutions that scale.
• Relentless Technical Curiosity: You love understanding how tools work "under the hood" and are always looking for the next optimization or new technology.
• A Focus on Scalability: You refuse to create "workarounds" and focus on building clean, documented processes and integrations that will support the company's growth.
• Meticulous and Organized: You understand that a misplaced comma in an integration can stop the operation, so you are extremely careful and methodical.

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

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