CRM Data Analyst

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:

We're looking for a highly skilled and analytical CRM Data Analyst to join our team. This person will be responsible for supporting the design and execution of lifecycle journeys and communication strategies that support the growth of our business, ensuring users receive relevant, personalized, and timely communications. The person will be crucial in transforming our Customer Relationship Management (CRM) data into actionable insights, driving smarter business decisions, boosting customer engagement, and optimizing our efforts.

Role Responsibilities:

This role demands a strong blend of technical data analysis expertise, an understanding of customer journeys, and the ability to translate complex data into clear, concise insights for various stakeholders.

Main Responsibilities:

• Data Extraction & Analysis: Extract, clean, transform, and analyze large datasets from our databases. Your analysis will uncover trends and KPIs related to customer behavior, sales cycles, marketing campaign effectiveness, and customer service interactions.
• Reporting & Visualization: Develop and maintain comprehensive dashboards and reports using leading business intelligence tools. These visuals will provide clear, concise, and impactful insights to leadership and other relevant departments.
• Performance Monitoring: Continuously monitor key CRM metrics and KPIs, proactively identifying areas for improvement and opportunities for growth.
• Data Quality & Integrity: Ensure the accuracy, consistency, and integrity of our CRM data through regular audits, data validation processes, and close collaboration with CRM administrators and users.
• Stakeholder Collaboration: Partner with sales, marketing, customer service, and product teams to understand their data needs, offer dedicated analytical support, and translate business questions into analytical frameworks.
• Strategic Recommendations: Provide data-driven recommendations to optimize CRM processes, improve customer segmentation, personalize customer experiences, and enhance overall business performance.

Role Qualifications:

Qualifications:

• Bachelor's degree in Data Science, Statistics, Computer Science, Economics, Marketing, or a related quantitative field.
• 2+ years of proven experience as a CRM Data Analyst, Business Intelligence Analyst, or a similar role with a strong focus on CRM data.
• Expert proficiency in SQL for complex data extraction and manipulation.
• Advanced skills in a business intelligence and data visualization tool such as Tableau, Power BI, or Looker Studio.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable business insights.
• Excellent communication and presentation skills, capable of effectively conveying complex technical information to non-technical stakeholders.
• Familiarity with marketing automation platforms is a plus.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple projects simultaneously.
• Intermediate to advanced English

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).

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