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Experian

CRM Lifecycle Coordinator

Auto-translated from Portuguese · original: Coordenador de CRM Lifecycle

5 day weekFortune 100 Best '26Onsite · São Paulo, Brazil

Company Description

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

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

Job Description

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

The CRM Lifecycle team is responsible for managing the entire post-sale experience of Serasa's over 103 million customers, as well as initiatives related to qualifying and growing the contact base.

We are looking for a person with strong strategic vision, analytical profile and collaborative leadership capacity 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 multi-channel campaigns and journeys (email, push, SMS, WhatsApp, RCS and proprietary channels) that make up planning and product calendars;
  • Coordinate the development of segmentations and automations focused on personalization, performance and conversion increase;
  • 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 results focus;
  • Identify opportunities for A/B testing, automations, journey evolution and CRM processes;
  • Contribute to the area's transformation moment, with a focus on AI implementation

Qualifications

  • Previous experience with CRM, Lifecycle or Growth;

  • Experience building automated journeys and Lifecycle strategies;

  • Experience in people leadership and priority management;

  • Analytical profile, with the ability to transform data into actions;

  • Good communication and articulation skills 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.

  • Differentials

  • Experience in the financial or collection 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 forward-thinking 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 building;

  • Multidisciplinary and diverse teams;

  • Culture of continuous and dynamic development;

  • Projects with great impact on the experience of millions of customers.

Additional Information

At Serasa Experian, we believe that diversity is fundamental to a healthier and more innovative work environment, where all people can exchange experiences and express their ideas. That's why we have several actions to promote inclusive recruitment and support the professional development of our people. In addition, 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!

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