Analista de operações crm júnior
confidencial
- Conhecimento sobre CRM como disciplina de relacionamento orientada por dados.
- Compreensão dos principais pilares de CRM: dados, segmentação, jornadas, canais, conteúdo, automação, personalização, performance e relacionamento com o cliente.
- Entendimento básico do ciclo operacional de uma iniciativa de CRM, desde o briefing e a definição do público até a ativação, mensuração e aprendizado.
- Conhecimento dos principais canais de relacionamento, como e-mail, SMS, push, WhatsApp e canais digitais.
- Vivência com atendimento, relacionamento ou interface com clientes B2B.
- Conhecimento básico, acadêmico ou prático, sobre gestão de projetos, incluindo escopo, prazos, responsáveis, stakeholders, dependências, riscos e acompanhamento de entregas.
- Conhecimento básico sobre processos operacionais, documentação de fluxos e melhoria contínua.
- Capacidade de interpretar briefings, identificar lacunas e transformar uma demanda em próximos passos objetivos.
- Organização para definir prioridades e acompanhar diferentes demandas simultaneamente.
- Boa comunicação oral e escrita, com clareza para formalizar decisões, prazos, responsabilidades e pendências.
- Perfil resolutivo, com iniciativa para buscar informações, envolver as pessoas necessárias e propor encaminhamentos.
- Responsabilidade para atuar com autonomia dentro dos limites da função, sabendo quando avançar, validar ou escalar uma decisão.
- Facilidade para trabalhar de forma colaborativa com Relacionamento, Planejamento, Projetos, Processos, BI, Criativos e áreas técnicas.
- Conhecimento de Excel ou Google Planilhas e ferramentas de apresentação.
- Disciplina para manter ferramentas, documentos e status das demandas atualizados.
- Receber, organizar e acompanhar demandas da operação de CRM, do briefing à conclusão.
- Compreender o objetivo das solicitações e identificar informações, aprovações e definições necessárias para o início da execução.
- Organizar atividades, responsáveis, prazos, prioridades, dependências e riscos.
- Acompanhar campanhas, comunicações, jornadas e demais iniciativas de CRM junto às áreas envolvidas.
- Realizar follow-ups e apoiar a resolução de impedimentos, garantindo a continuidade das entregas.
- Apoiar o planejamento e o acompanhamento de projetos e melhorias da operação.
- Manter clientes e áreas internas atualizados sobre status, próximos passos, pendências, decisões e riscos.
- Apoiar o time de Relacionamento com Clientes na organização de reuniões, pautas, atas, planos de ação e acompanhamento dos compromissos.
- Atuar como backup do time de Relacionamento em ausências programadas, garantindo a continuidade das demandas e da comunicação com os clientes.
- Apoiar o controle de capacidade, prioridades, cronogramas e SLAs.
- Documentar e atualizar processos, fluxos, procedimentos e acordos operacionais.
- Identificar falhas, retrabalhos, riscos e oportunidades de melhoria nos fluxos da operação.
- Formalizar decisões, responsáveis e prazos, mantendo as ferramentas e os documentos atualizados.
- Acompanhar os encaminhamentos assumidos até sua conclusão, sinalizando antecipadamente quando houver risco ou necessidade de apoio.
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