Monica Eiras Melo Email & Phone Number

Santa Catarina, Brazil

Florianópolis, Santa Catarina, Brasil

Responsible for leading the challenge of the highest level of ambiguity and leveraging the company's growth, as well as taking technical product decisions that impact the business (unit economics). I answer directly to the CPO (also a partner-owner of RD Station) and together we define my mission* as Principal PM per period (quarter, semester or year).*Missions have no scope, market, teams or product management vertical limitations (Feature, Growth, PMF Expansion and Scale) being chosen by leverage capacity.

Florianópolis, Santa Catarina, Brasil

Responsible for the scale of PLG and Growth within the company, preparing the foundation for current and future Growth squads to have the necessary base (playbooks and technologies, PMs Growth coach) to carry out their activities aiming at high win rates, in addition to acting in the company's most complex challenges.

Florianópolis E Região, Brasil

Responsible for using the product as a growth lever for the company, in all stages of the funnel (AARRR), under the PLG bias. This is done through the end-to-end application of the Growth Model, mastery of experimental design and the use of scientific experimentation methods (with statistical relevance).Despite being obsessed with the quantitative part, I am passionate about listening to users and understanding how they make decisions. This, added to an excellent Product Growth time, results in a hit rate in experiments above the average (+40%).

Florianópolis E Região, Brasil

Responsible for transforming the company to the product-driven mentality, creating a new customer acquisition channel that allows customers to try the product before the purchase decision, obtaining a first result even during the free trial period (10 days).Daily I conduct exploratory analysis (data and user research) to find opportunities to create new products, or optimize current products, which reflect in an improvement of the PLG funnel (singup, aha! Moment, activation, convertion to paid, adoption, retention, PQL and advocacy).As we are a lean team, I actively participate in the definition of the roadmap for the entire team (devs, designers and user research) and when necessary I get involved in the execution of these fronts as well. Direct contact with users is part of my routine.Tools used: Mixpanel, Gainsight PX, DataLake, Hotjar, Appcues, Intercom and Figma.Main achievements: Launch of RD Station Marketing Light and Whatsapp button.

Florianópolis E Região, Brasil

Still with the goal of improving RD's Customer Experience, I optimized my journey mapping skill and began intentional work to optimize key business indicators by proposing and instrumenting a complete change in the format and frequency of customers' human interactions with CSM's. I also implemented a 'Journey Coverage' indicator (% of interactions performed on schedule), which together with the points raised in the call hearings, were able to be sure how we need to help the Client and the Operation to deliver success to both.

Florianópolis E Região, Brasil

In order to expand the impact of what I was doing to an even larger volume of clients, I had the opportunity to be part of the CS Operations team within the role of Customer Marketing. With the mission of scaling RD service through sustainable means, I began mapping Customer Journey where I found a number of opportunities to increase adoption of RD Station Marketing through scalable methods (Office Hours, Webinars, etc.). The most well-known experiment I did was named 'SafetyNets', where I created a funnel service structure that, through the Health Score, a tech touch or human touch action was triggered by the customer. Among the results obtained are the improvement in the adoption and retention indicator in the medium term.

Florianópolis E Região, Brasil

Now is the time to have my experience with a large company (+500 employees)! My motivation in working with Customer Success was to be responsible for helping entrepreneurs from different industries and business models succeed through Digital Marketing and Inbound Marketing. In my daily life I held quarterly meetings with entrepreneurs focused on defining the company's strategic marketing planning to achieve the company's goal. At this time I was serving around 220 companies and to deliver an even superior customer service experience I began testing some scalable customer service methods.

Florianópolis E Região, Brasil

After having extensive knowledge about the main indicators of the Audaces Services area, I had the opportunity to be invited to take over the coordination of the teams: Reception, Sales (processing National and International orders), Shipping, Audaces Club, After-Sales and Ombudsman .

Florianópolis E Região, Brasil

My passion for data took me to a new career leap within Audaces. At this time, where I was already a reference in business analysis at Clube Audaces, I offered to take on the same work for the Support, After-Sales and Ombudsman team for the Services Board, which I readily accepted.

Florianópolis E Região, Brasil

With the growth of the company and my great interest in numbers, I had the opportunity to take on this new responsibility, becoming responsible for the performance analysis of Clube Audaces (sales, market share, customer satisfaction, churn, etc.) and attracting new partners to compose the benefits of this service. At that time, as I was already a reference on the subject, I also took on the application of internal training on the service and had the opportunity to transmit my knowledge and lessons learned so far with other colleagues in the company.

Florianópolis E Região, Brasil

In a medium-sized company like Audaces at that time, I had the opportunity to work with the company's exclusive client portfolio, called 'Clube Audaces'. During my internship I was responsible for assisting the client in their first steps with the Club, demonstrating how to take greater advantage of the platform and address cancellation requests. During this period I achieved an important milestone in the company, which was to have the highest cancellation reversal rate so far.

Floriano E Região, Brasil

Início da minha carreira profissional, com foco em entender como uma empresa de pequeno porte se organiza e gere seus clientes. Nesta experiência tive a oportunidade em trabalhar com a frente de gestão de recursos do negócio (fluxo de caixa, negociação com fornecedores, contador, etc) e atendimento ao cliente. No que tange a pós-vendas criei a primeira unidade de suporte do produto SafeDoc fora São Paulo, demonstrando que podemos criar uma melhor experiência ao cliente ao atender a sua demanda no momento em que precisa.

General English - Upper Intermediated

Master Of Business Administration (Mba), Gestão De Pessoas Com Ênfase Em Liderança Organizacional

Bacharelado Em Administração, Business Administration, Management And Operations