- Develop and implement comprehensive CRM strategies to align with business objectives and drivecustomer engagement.- Analyze CRM data to generate actionable insights and performance metrics.- Manage the end-to-end customer journey, from onboarding to renewal and retention.Develop and deliver compelling presentations to potential clients, showcasing the benefits andcapabilities of Convertr's CRM solutions.- Design and implement automated workflows for email marketing campaigns.

- Receive and respond to customer inquiries, questions, and requests via online chat using LiveHelp100and ProvideSupport platforms.- Provide accurate information regarding products, services, company policies, and procedures.- Ensure high-quality service by delivering prompt, personalized, and efficient assistance, therebyenhancing customer retention.

- Monitor and analyze metrics and key performance indicators (KPIs) related to CRM to enhance thestrategies of Casas Bahia, Ponto, and Extra brands using Excel and PowerBI;- Implementation and improvement of marketing automation workflows through Email Marketing, Push,Whatsapp, and SMS journeys using Salesforce Marketing Cloud resources;Generation of personalized and segmented recommendations for the customer base;- Responsible for planning, structuring, presenting, and executing projects aligned with business and goalsand strategies;- Direct contact with the data department, creative team, and external partners for planning and managingthe delivery of each campaign and/or project.

- Expanded the client portfolio by over 50% in 6 months while maintaining quality and customer satisfaction;- Developed headhunting strategies through LinkedIn and email marketing, incorporating copywriting techniques and lead profile analysis;- Monitored the implementation and conducted training for new employees on the CRM software (Piperun);- Facilitated onboarding meetings, developed result reports, and presented the company's value proposition.