CRM Lifecycle Coordinator

Role Summary

At Serasa Experian, we believe in the power of data and technology to transform people's financial lives and boost businesses.

The CRM Lifecycle team is responsible for managing the entire after-sales experience of Serasa's more than 103 million customers, in addition to areas related to qualification and growth of the contact base;

We are looking for a person with a strong strategic vision, analytical profile and collaborative leadership skills to coordinate CRM initiatives with a focus on customer experience and business impact.

Responsibilities

• Lead the CRM Lifecycle structure for a portfolio of 5 products, working on the construction and maintenance of Lifecycle strategies, such as onboarding, engagement, retention, reactivation, churn prevention, among others;
• Coordinate the planning and execution of multichannel campaigns and journeys (email, push, SMS, WhatsApp, RCS and proprietary channels) that make up the planning and product calendars;
• Coordinate the development of segmentations and automations with a focus on personalization, performance and increased conversion;
• Monitor CRM KPIs and business metrics, proposing continuous optimizations based on data;
• Prioritize initiatives considering impact, effort and strategic alignment;
• Work in partnership with Product, Data, Martech, Analytics, Technology, Marketing teams, among others;
• Lead and develop the Lifecycle team, promoting a collaborative environment, of continuous learning, innovation and focus on results;
• Identify opportunities for A/B testing, automation, journey evolution and CRM processes;
• Contribute to the moment of transformation in the area, with a focus on AI implementation

Requirements

• Previous experience with CRM, Lifecycle or Growth;
• Experience with building automated journeys and Life Cycle strategies;
• Experience in leading people and managing priorities;
• Analytical profile, with the ability to transform data into actions;
• Good communication and ability to coordinate with different stakeholders;
• Knowledge of CRM metrics, relationship funnel and conversion;

Experience with CRM and Analytics platforms, such as

• Salesforce Marketing Cloud
• Salesforce Data Cloud
• Databricks
• Amplitude
• Knowledge of HTML, SQL, Ampscript and data segmentation logic;

Experience with testing, hypotheses and continuous optimization.

• Differences
• Experience in the financial or collections market
• Experience with data-driven strategies and personalization at scale;
• Knowledge of incremental measurement and experimentation;
• Familiarity with CDPs and predictive models;

Experience with agile methodologies.

• Profile we value
• Close, humanized and collaborative leadership;
• Ability to execute with strategic and futuristic vision;
• Sense of ownership and protagonism;
• Curiosity and learning-oriented mindset;
• Good prioritization ability in dynamic environments;

Person who “plays together” and builds in partnership with the team.

• What you will find here
• Collaborative and innovative environment;
• Space for autonomy and construction;
• Multidisciplinary and diverse teams;
• Culture of continuous and dynamic development;

Projects with a huge impact on the experience of millions of customers.

Benefits

At Serasa Experian, we believe that diversity is fundamental for a healthier and more innovative work environment, where everyone can exchange experiences and express their ideas. Therefore, we have several actions to promote inclusive recruitment and support the professional development of our people.

Additionally, we have our affinity groups, created to empower and welcome people from underrepresented groups: ExperianPride (LGBTQIAPN+ community), Ubuntu (racial equity), Women in Experian (gender equity) and Aspire (people with disabilities) and Connecting Generations (generations). Come be part of this transformation!

• #LI-HYBRID
• Experian Careers - Creating a better tomorrow together
• Find out what its like to work for Experian by clicking here

About the Company

Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in several markets, such as financial services, health, automotive, agribusiness, insurance, among others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is to value yours. Experian’s people-centered, inclusive and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune’s Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to see why. Experian is also proud to be an employer that promotes equal opportunity and affirmative action