Full CRM Analyst (SYNAP)

Support in operating activities related to the company's CRM, focusing on Program of Relationship, Customer Segmentation and Differentiation. The goal is to strengthen proximity and generate differentiation for customers, drive retention, repeat purchases, growth mix, adoption of innovation and evolution of %CS.

• Manage the fronts of the relationship program (mechanics, points, campaigns, rescues, support to the team, etc).
• Be a focal point with partner suppliers in managing the program, follow up and ensure excellence in all operations.
• Monitor Program of Relationship performance: adherence, engagement, rescues, ROI and operational costs.
• Ensure governance of the program (documentation, regulations, updates).
• Maintain updated customer segmentation.
• Analyze plans for differentiation and evolution in strategic client clusters.
• Encourage and follow up on integrated campaigns with the Relationship Program and customer journey.
• Monitor churn triggers and growth opportunities in strategic clients.
• Analyze opportunities and improvements in company CRM processes.
• Perform purchase behavior analyses, %CS, penetration, innovation and mix.
• Monitor key indicators such as churn, retention, repeat purchases and engagement in the program.
• Prepare executive reports with analysis and strategic insights.
• Build operational materials and support for CRM strategy.
• Encourage building of dashboards and opportunities in portfolio management.
• FOLLOW UP on portfolio review meetings and plans for strategic clients.