CRM Analyst (Farming)

Sao Paulo - Brazil

Customer Experience Regular

About the company

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.


#LI-Hybrid

About the team/role

The CRM Analyst (Farming) for Inside Sales Operations will play a key role in supporting data-driven decision making, assisting in the optimization of nurturing processes, and executing operational tasks for customer retention and performance/sales improvement.

This individual will be responsible for monitoring performance dashboards for the customer base, helping to ensure that the results of communications and journeys are aligned with goals. They will also assist with analyzing the customer lifecycle, reporting on journey conversion rates, and supporting the continuous optimization of the CRM for Farming teams.

In this role, you'll be...

  • Farming Operations Analysis & Reporting
  • Monitor customer base management performance, supporting customer performance improvement through nurturing journeys and workflows.
  • Execute the day-to-day management and monitoring of CRM dashboards (e.g., journey performance, engagement), identifying anomalies, and escalating insights.
  • Prepare reports and analyses on optimizations to share with the wider area, helping to ensure alignment between CRM operations and Farming objectives.
  • Process Optimization & Workflow Support
  • Support the identification of improvements to existing post-sales workflows, focusing on nurturing journeys and sales expansion processes.
  • Assist in the collaboration with operational leaders (Farming, Product, Support) to test and validate new processes.
  • Maintain documentation (SOPs) and support training sessions on new processes and tools for the Farming team.
  • CRM Maintenance & Optimization
  • Act as a key support contact for the Farming team’s CRM needs and answering questions.
  • Execute the creation and maintenance of fields, objects, and automations (under supervision) that support customer journey management.
  • Help maintain data integrity and monitor team adoption of designed processes and journeys.
  • Operational Support & Strategic Projects
  • Support management by pulling data and running analyses on journey performance and operational CRM workflows.
  • Assist in exploring and testing automation, AI, and new tools focused on nurturing and customer base management.
  • Execute and monitor pilots and experiments focused on the customer base, reporting on progress.
  • Key Deliverables
  • Weekly and monthly performance reports (focused on journey and process performance).
  • CRM configuration updates and documentation maintenance.
  • Dashboard monitoring and operational support.
  • Process mapping support and improvement tracking.

We're eager to be in touch because you have...

Qualifications:

  • Bachelor’s degree in Business, Engineering, Economics, Data Analytics, or related field.
  • 2+ years of experience in data analysis + CRM (B2C or B2B), sales operations (Sales Ops), or CRM administration.
  • Good understanding of CRM processes and metrics, with a focus on customer journeys and automation.
  • Proficiency in Excel and familiarity with BI tools for dashboard analysis and monitoring.
  • Experience with CRM tools (e.g., Salesforce, Hubspot, or similar).
  • Strong organizational and communication skills.

Preferred Skills:

  • Familiarity with multi-channel communication (E-mail, Whatsapp, SMS, RCS) 
  • Familiarity with CRM implementation projects.
  • SQL.
  • Experience working with cross-functional teams.

Competencies:

  • Analytical Thinking
  • Attention to Detail
  • Process Orientation
  • Task Management & Organization
  • Communication & Collaboration
  • Adaptability
  • Proactivity

What we really want to see in you:

  • A strong sense of responsibility: You don't just complete tasks; you take responsibility for the quality and accuracy of your work. You are a reliable support contact for the team.
  • A data-curious and analytical mindset: You are eager to learn and actively dig into the "why" behind the numbers, helping to find insights that lead to optimization.
  • Proactive problem-spotting: You are constantly identifying and escalating potential bottlenecks or inefficiencies in customer journeys.
  • A highly collaborative spirit: You enjoy working with stakeholders to support the team and help execute solutions effectively.
  • Meticulous attention to detail: You know that in CRM, small errors in data or workflow logic can have big consequences. You are precise and thorough in your work.
  • An adaptable and process-oriented learner: You are comfortable in a dynamic environment and have a talent for following and helping to improve complex processes.

You'll love working at DiDi because...

We create user value
We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.

We are data-driven
We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

Win-win Collaboration
Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity
Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.

Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

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