CRM Manager
Keeta · São Paulo, Brazil
**About the role** The User Operations Manager will be responsible for managing and optimizing CRM internal tools. This role acts as the bridge between data, product, marketing, and business stakeholders to ensure a 360\-degree view of the customer from acquisition to retention. You will lead A/B testing initiatives, monitor CRM KPIs, and coordinate multi\-channel campaigns to maximize order conversion and user lifetime value. **Job Responsabilities** **CRM Internal Tools \& Automation** * Manage and optimize CRM internal tools * Implement and coordinate automated relationship rules together with Product Teams * Identify technical bottlenecks and implement new features, connectors, and complementary tools within the Salesforce ecosystem * Monitor CRM KPIs including channel performance, deliverability, CTR, order attribution, and budget utilization * Establish continuous improvement processes for CRM channel performance * Provide actionable insights about user experience through communications * Manage CRM budget allocation and attribution tracking across channels * Conduct extensive and continuous A/B testing to improve performance across all CRM channels * Identify and reduce over\-communicated and under\-communicated user segments * Define user sensitivity to communications via different channels and propose comms cap reviews * Develop \& Improve communication strategies \& User Journeys **Stakeholder Management** * Act as a liaison between various stakeholders (Product, Marketing, Business, Data, Customer Experience, Delivery) to ensure a 360\-degree view of the customer * Coordinate the timing of multi\-channel campaigns and ensure best practices * Collaborate and optimize Resource Usage for Business operations **Requirements** * Bachelor's degree or above in business, economics, engineering, or related fields * 5\+ years of robust experience in user operations, loyalty, CRM, or product growth strategy in digital platforms * Background in e\-commerce, food delivery, or subscription\-based businesses preferred * Strong analytical skills, with proficiency in SQL, Python, or other tools to extract insights and validate impact * Experience with CRM platforms and communication channel management * Strong project management and cross\-functional leadership skills, preferrably previous experience with Product and Martech * Excellent communication skills to bridge technical and non\-technical stakeholders * Ability to balance user delight with business impact *Keeta Brazil is committed to building a diverse and inclusive workplace. We welcome and encourage applications from people with disabilities (PwD). If you require any accommodations during the recruitment process, please let us know \- we are here to support you.*