Caio Formiga Email and Phone Number

Customer Success Manager for Medium Touch clients using Flexy e-commerce platform (SaaS);Hosting Health Score meetings in order to follow client´s KPIs;Customer data analysis to improve customer experience;Churn monitoring and renewal negotiation;Cross-department activities in order to meet customer needs;Handle and resolve customer requests and complaints by support team.

Coordination and implementation of actions related to the Customer Relationship Program with critical stakeholders to the success of the organization:Responsible for the development and execution of Digital Marketing campaigns related to the Customer Relationship Program using Salesforce Marketing Cloud;Coordination with Marketing Department for Digital Campaigns using CRM database engaging customers and new products activation; Monitoring digital campaigns performance;Digital Assets management: Content creation and support for product´s landing pages and apps;Support the program's communication process inside and outside the EPD with clients, partners and suppliers;Follow-up of online and offline project implementations;Procurement and evaluation of suppliers (Call Center, Digital, Content, PBM, CRM, Ad Agencies);Cross department relationship (Marketing, Commercial, Medical, Finance, OEC, Legal, Regulatory Affair) for supporting Customer Relationship Program projects;Development of promotional materials: interface with internal structure and communication agencies for briefing and material evaluation for distribution to the sales force;Meetings and teleconferences with global and regional teams;Participation / Presentation at meetings with EPD sales force;

Marketing budget management and negotiation with suppliers: advertising agencies, media, promoters;Development of environmental sustainability projects;Organization international exhibitions (Intermodal South America 2015, 2016 and 2017);Creation of an E-learning platform with online content about products and company´s procedures.Coordination of marketing activities with Latin America branches ;Global Website redesign, driving the best UX practices and SEO techniques;Design new promotional sales material (Corporate folder and presentation)Development of NPS market research and Satisfaction in service;Main Achievements:Standardization of communication flow, Intranet content management and edition of the corporate newspaper (Portuguese and Spanish versions);Global visibility with the new corporate site;Coordination of marketing campaigns with international affiliates:Social Media Marketing with an “Online Quiz" about the Centenary America Cup 2016 with Facebook followers; - It was the first promotional campaign involving all the LATAM branches giving visibility to the countries with Craft Group´s presence;;Creation of repository of videos for the e-learning platform;Environmental project supporting entities and promoting employees awareness about the preservation and reduction of wasted office materials (papers and plastic bottles);Social Media profile management, promoting services and company’s history (LinkedIn with 14k followers);SEM campaigns in Google AdWords (Partnership with a client, 5 months campaign with a budget of $ 300.00 / month)o 58k prints;o CTR 3.30%;o 1,476 conversions;Email marketing campaigns achieving the following results: o 98% Opening rate (Market average of 30%);o 18% Clicks trough rate (Market average 5%);o 3.5% Conversion rate (requests via form succeeding in 52 shipments );Trademark and video development for the new ERP system “CROSS” ;

Working as a Web Consultant since October 2010, I contributed in the development of corporate portals for large companies from different business segments. In January 2012, I was invited to overtake the Web Development Department in order to drive the Digital Marketing demands from our biggest clients.Leading multidisciplinary team: 2 web developers, 1 interface designer, 1 business consultant and 1 art director - Remote team (2 devs);Supporting clients as Santander, Comgás, ISA-CTEEP, BASF, Albert Einstein Hospital, Banesprev, Villares Metals, Berkley International and others;Consultative approach to Online Marketing providing new solutions and lead generation according to project stakeholders needs;Briefings, diagnosis and identification of new business opportunities;Presentation of results and project status report;Digital project management;Business process mapping and automation (BPM)Defining information and browsing architecture according UX best practices;Main achievementsImproved communication flow and meeting the demands of digital marketing;90% retention of customers, due to the marketing advisory approach with new ideas and perception about the business objective;Elaboration of functional specification more adherent to the needs of the business area.

A a Web Consultant and business processes analyst in “Plena Consultores” for one and a half year , with the projects of websites and business portals, and also in mapping and automation business processes.Conducting interviews and requirements gathering;Definition of plan adoption, and strategic and operational governance of collaborative portals;Definition of Information Architecture (sitemap) and browsing (wireframes - Axure) based in UX best practices;Mapping business processes;In-person meetings with client to collect demands, layout briefings, performing diagnostics and presentations.

I started my career in the company on July 2004 as Customer Service in the Commercial Department.In mid-2008, I was invited by the board of directors to take the coordination of Customer Service Team (with 8 attendants). At the same time, I noted the necessity to implement a Marketing Department and organizing business communication with customers (so far did not exists). After the board of directors approval, I started to coordinate all the activities of Marketing and Corporate Communications, performing the following actions:Strategic Communication and Marketing Plan for 2009/2010;Redesign of visual identity and sales promotional material;Recast the global corporate site and creation of the intranet;Elaboration of press releases to specialized international logistics publications in off-line media;Campaigns for printed media for importers and exporters by the advertising agency;Corporate newspaper editing and layout;Organization of international events and exhibitions (Intermodal South America 2009 and 2010);Support to the IT department in the development of the ERP with customer service modules and new business proposals;;Training of new employees of the Customer Service department;Supporting Sales Department with the creation of sales promotional material such as flyers, folders and institutional presentation for BIDs and biddings;Main achievementsOrganizing the marketing department with complete action plan;Greater control of the marketing budget;Deployment of online chat on the corporate website as a new customer service channel;Mapping of commercial and operational processes for the ERP development;

Oversee and staff trainning of the customer service departmentSupport sales department (shipping instruction for the ports of origin, cargo booking, confirmation selling rates and other details required by the importer / agents);

* Support sales department (shipping instruction, booking confirmation, selling rates and other details required by the importer / agents);* Answer / follow up to clients: direct contact with large customers in the aftermarket, informing sending quotations, booking, transshipment, berthing foreseeing to load clearance and final delivery (door), as well as continuity of new orders previously negotiated with the sales department;* Consultation of freight with branches and agents abroad: direct contact with all Asia / United States / Europe and South America, agents and coordinating shipments import / export - maritime / air (via email / phone);*Freight cost quotation as needed by the client;*Coordination of the booking department list: exclusive service company, for tracking shipments and customer information;*Training of new employees to the department of customer service.