Coordenação de CRM

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CRM Services Coordinator based in Brazil.

This is an exciting opportunity to lead CRM service operations supporting multiple markets and brands across a large, multicultural organization. You will manage and develop a team of CRM professionals while ensuring consistent, high-quality delivery across key customer engagement channels. The role combines people leadership, operational excellence, stakeholder management, and continuous improvement. You will help optimize CRM processes, improve service performance, and introduce more effective ways of working. Working closely with business teams and external partners, you will translate strategic priorities into reliable CRM solutions. This is a high-impact position for someone who enjoys empowering teams, solving operational challenges, and driving digital transformation.

Accountabilities

• Lead, coach, and develop a team of CRM analysts, fostering strong performance, collaboration, and professional growth.
• Oversee the delivery of CRM services and implementations, ensuring agreed SLAs, KPIs, quality standards, and timelines are consistently met.
• Manage operational capacity, demand prioritization, workload allocation, and service planning across multiple markets and business needs.
• Identify opportunities to simplify, standardize, and continuously improve CRM processes, tools, and ways of working.
• Analyze service and operational performance, identify deviations and risks, and lead corrective action plans to improve results.
• Act as an escalation point for operational and service-related issues, coordinating timely and effective resolution.
• Build strong relationships with internal stakeholders, business teams, markets, and external partners to ensure alignment and high-quality service delivery.
• Lead transformation initiatives and the adoption of new processes, technologies, and working methods.
• Ensure compliance with internal standards, controls, governance requirements, and audit expectations.
• Support the ongoing evolution of CRM services and solutions in alignment with broader digital and customer engagement strategies.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Technology, International Relations, or a related field.
• Advanced English proficiency, both written and spoken, with the ability to collaborate effectively in an international environment.
• Previous experience leading and developing teams, ideally within CRM, digital marketing, technology, or shared-service operations.
• Experience working in corporate and multicultural environments, managing stakeholders and internal clients across different functions or markets.
• Strong knowledge of CRM platforms and marketing automation solutions, with an understanding of customer engagement processes.
• Experience managing projects, operational services, and continuous improvement initiatives.
• Strong analytical skills, with the ability to monitor KPIs, evaluate performance, identify issues, and turn insights into actionable improvements.
• Excellent planning, organizational, problem-solving, decision-making, communication, and influencing skills.
• Experience with platforms such as Salesforce Marketing Cloud, Braze, Eloqua, Adobe Campaign, or similar solutions is a strong advantage.
• Familiarity with Email Marketing, automated customer journeys, SMS, and WhatsApp campaigns is desirable.
• Experience in Digital Marketing or Customer Experience environments is a plus.
• Knowledge of continuous improvement methodologies and NCE principles is an advantage.

Benefits

• Flexible working model with the opportunity to work remotely.
• Opportunity to lead CRM services supporting multiple markets and brands within a large international environment.
• Exposure to digital transformation, CRM technology, marketing automation, and customer experience initiatives.
• Strong opportunities to develop leadership, operational management, and stakeholder-management skills.
• Collaborative and multicultural working environment with exposure to diverse teams and business areas.
• Opportunity to contribute to continuous improvement and the implementation of innovative ways of working.
• Inclusive workplace culture that values diverse perspectives, innovation, respect, and employee well-being.