Especialista em Estratégia de CRM e Lifecycle - Inglês Avançado

BrazilRemoteFull-timemid

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Quick Summary

Key Responsibilities

Map customer lifecycles across multiple channels, including mobile apps, delivery, physical stores, drive-through, self-service kiosks, and loyalty programs.

Requirements Summary

Solid experience in CRM strategy, Lifecycle Marketing, Customer Journey, or Customer Experience. Proven experience designing customer journeys and automated communication workflows.

Technical Tools

Other

We are looking for an experienced CRM and Lifecycle Strategy Specialist to design and optimize customer engagement strategies across multiple channels.
You will map customer journeys and develop personalized communication strategies that support acquisition, activation, retention, and loyalty.
Working across digital and physical touchpoints, you will identify key opportunities to strengthen customer relationships and drive business growth.
You will use Braze to build automated, data-driven journeys and deliver relevant experiences at scale.
Through segmentation, experimentation, and performance analysis, you will help improve engagement, customer lifetime value, and campaign profitability.
This role also involves collaborating with local and international stakeholders to share insights and advance lifecycle marketing practices.

You will lead the development and execution of CRM and lifecycle strategies, ensuring that customer communications are relevant, coordinated, and aligned with business objectives. Key responsibilities include:

Map customer lifecycles across multiple channels, including mobile apps, delivery, physical stores, drive-through, self-service kiosks, and loyalty programs.
Identify key customer moments and opportunities to strengthen engagement throughout the journey.
Design CRM strategies and automated customer journeys focused on acquisition, activation, purchase frequency, engagement, retention, loyalty, cross-selling, and upselling.
Define appropriate messages, channels, offers, and incentives for different customer segments, lifecycle stages, and consumption moments.
Prioritize initiatives based on business potential, incremental impact, margins, customer value, complexity, and operational feasibility.
Manage coupon, promotional offer, and rewards strategies.
Develop communication maps, eligibility rules, audience segments, automated triggers, and contact governance to prevent campaign overlap and customer fatigue.
Build and optimize lifecycle journeys in Braze, leveraging Canvas, Connected Content, Content Cards, and Liquid to deliver personalized experiences at scale.
Lead A/B testing, control groups, and holdout experiments, translating results into actionable insights and strategic recommendations.
Share lifecycle CRM best practices with local and global teams.

Requirements

~1 min read

The ideal candidate combines strong CRM strategy expertise with analytical capabilities and practical experience managing multichannel customer journeys. Advanced English is essential for collaboration with international stakeholders. Required qualifications and skills include:

Solid experience in CRM strategy, Lifecycle Marketing, Customer Journey, or Customer Experience.
Proven experience designing customer journeys and automated communication workflows.
Functional knowledge of Braze, including Canvas, campaign management, segmentation, testing, Liquid, Connected Content, and Content Cards.
Strong analytical skills, with the ability to translate customer data, behavioral insights, and business objectives into actionable strategies.
Experience with customer segmentation, personalization, and multichannel communication orchestration.
Ability to collaborate effectively with business, digital product, and technology teams.
Advanced English proficiency in reading, writing, and speaking.

Background in retail, food service, delivery, consumer applications, e-commerce, or loyalty programs.
Familiarity with Customer Data Platforms (CDPs) and CRM data environments such as Segment, mParticle, Snowflake, BigQuery, Databricks, or similar platforms.
Knowledge of propensity models, Next Best Action strategies, behavioral RFM segmentation, and real-time personalization.
Experience with A/B testing, control groups, holdout methodologies, incremental impact measurement, and promotional ROI analysis.
Experience working with large-scale multichannel operations.
Familiarity with key performance indicators such as conversion, engagement, customer lifetime value (LTV), churn, retention, purchase frequency, and profitability.