Gerente de CRM - PME
The Gerente de CRM - PME at Experian is responsible for leading strategic CRM analytics initiatives targeting small and medium-sized enterprises (PMEs). This role focuses on structuring and monitoring key performance indicators related to customer acquisition, engagement, retention, and churn reduction. The position integrates data, technology, and communication, collaborating across departments such as Sales, Product, Marketing, Operations, and Analytics to ensure CRM serves as a growth engine, driving revenue and enhancing customer experience.
Key responsibilities include defining and evolving CRM analytics strategies for PME clients, managing demand and expectations to balance team capacity with strategic deliverables, and developing and tracking CRM KPIs like acquisition, engagement, retention, and lifetime value. The role also involves team management and career development, promoting a data-driven culture focused on results. Additionally, the manager will orchestrate multichannel campaigns (email, WhatsApp, push notifications, phone) and implement intelligent journey automation, integrate MarTech and CRM data for a 360-degree customer view, analyze performance across digital and human channels to ensure an omnichannel perspective, and construct performance studies to support new actions that drive revenue and sustainable growth.
Candidates should have solid experience in B2B CRM analytics and leading CRM and data teams, with a strong commercial results orientation and a track record in acquisition, retention, and churn reduction. Knowledge of MarTech, marketing automation, and multichannel operations (digital and human) is essential, along with an understanding of data pipelines and the ability to structure a unified customer view. Proficiency in analysis and modeling to translate complex data into practical strategies is required, as well as mastery of CRM metrics such as CTR, Open Rate, Conversion Rate, Engagement Rate, Sales Funnel, MQL, SQL, NPS, Churn, NRR, LTV, and Health Score. Strong oral and written communication skills, including proficiency in PowerPoint presentations, are also necessary.
Experian offers a dynamic and inclusive work environment, recognized as one of the best and most innovative companies to work for in the country. The company is committed to creating a culture where employees can balance their careers with personal commitments and interests, prioritizing well-being. Experian's people-first approach is externally recognized through various market certifications, including awards from Great Place To Work™ in 24 countries and the international Top Employers certification. These accolades indicate that Experian is on the right path, providing an increasingly better work environment for its talents.