Leader of Strategy and New Solutions at Match, leading a team of over 15 strategists focused on developing methodologies and customer relationship strategies to deliver high-impact projects to our clients.🎯 *MY FOCUS*: Creating value within our clients' businesses, increasing customer engagement through the implementation of Customer Experience (CX) strategies, CRM, and enhancing technological maturity.Key clients in my portfolio: Visa, BRF, Kenvue (Johnson & Johnson), Grupo Casas Bahia, Grupo Einstein, and Banco Hyundai.👓 *My responsibilities include* 👓1- Developing CX strategies and plans, ensuring the team has the necessary skills to design and execute strategic plans within our clients businesses. 2- Orchestrating implementations of CRM and CX projects across clients, vendors, and other businesses within match. 3- Conducting workshops and creating strategic materials for our sponsors and business units within client organizations, focusing on customer-centric outcomes, CRM, and digital marketing.🏆 *In my path as a leader, our team achieved significant results in 2024 *🏆2x increase in client satisfaction YoY-> Developed the first generative AI-powered chatbot for the food sector.-> Increased customer retention rates by 7x through predictive journey strategies in the financial sector.-> Reached 97% of doctors (HCPs), with over 80% as promoters in the healthcare segment.We are the most highly-rated department for two consecutive years, achieving the highest development index in 360º evaluations within the company.

Management of CRM, On-site, and MerchandisingTeam leadership and structuring of 2 areas (OKRs, team, and processes)Mapping of E2E communication journeys in Salesforce (Buyer and Seller)Creation and monitoring of KPIs and metrics to reduce saturation and increase engagementPortfolio strategy to drive inventory salesPromotional calendar and on-site communication strategiesManagement and development of a team of 4 analysts

Management of the entire CRM strategy for Consul and Brastemp stores, focusing on performance, including cross-sell actions, repurchase, predictive models, and automated journeys.Planning, creation, and execution of communication journeys throughout the lifecycle in an end-to-end (E2E) manner within the Salesforce environment.Experience with agile methodologies in projects and MVPs, working closely with technology teams.Monitoring KPIs and reporting results to managers and executives.Leadership and development of an intern.Success in project and results, including: --> 3x growth in CRM share between paid and non-paid channels. -->150% increase in year-over-year (YoY) sales during Black Friday 2019.Implementation of UTMI pricing in personalized emails, resulting in an 80% increase in conversion rate (from 0.8% to 1.5%). --> 40% reduction in send time (from 2 days to 6 hours): management of the Content Builder SFMC project, resulting in --> 20% increase in monthly sales, implementing a new communication flow and email dispatch aligned with pricing and commercial demands.

Plan and develop communication campaigns for the Minha SKY app.Manage customer lifecycle communication (Relationship Journeys and post-sales), focusing on churn reduction and profitability (LTV).Develop projects with TN and WEB focused on digital channels.

-Plan and develop promotional campaigns for the subscriber base, focusing on revenue generation, churn reduction (Postpaid product), and recharge sales (Prepaid product).-Create communication strategies; track and analyze campaign performance, including communication metrics and business results.-Conduct briefings, approvals, and maintain relationships with advertising agencies and production companies.-Budget management: handling provisions and budgeting rationale.-interface with legal advisors and the communications agency.-Develop management reports with the intelligence team to monitor the performance indexes of promotional actions.-Experience with incentive actions for the commercial area and internal marketing (endomarketing).