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, and 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 valuing yours. Experian's people-centered, inclusive, and purpose-driven culture 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 opportunity and affirmative action.
Job Description
We are looking for someone to work as a Senior Planning Analyst – CRM SME, supporting the planning, building, and execution of customer relationship strategies for SMEs across different moments of the customer lifecycle.
This position will play an important role in connecting business agendas, commercial opportunities, customer needs, and CRM operations. The person will be responsible for participating in forums with partner areas, discussing and proposing journeys, structuring campaigns, operating Marketing Cloud tools, and monitoring the main results of actions.
The objective of the position is to contribute to a more organized, relevant, and business-oriented CRM, ensuring that campaigns, nurture tracks, and journeys are aligned with SME BU priorities, the right audiences, appropriate channels, and acquisition, activation, engagement, retention, monetization, and base protection objectives.
We are looking for someone organized, collaborative, and business-oriented, who can connect strategy and execution in the day-to-day CRM SME operations.
This person should be comfortable participating in discussions with partner areas, understanding business objectives, proposing journey paths, and transforming demands into well-structured, operable, and measurable campaigns.
We expect someone with critical thinking, attention to detail, and the ability to operate CRM tools with quality, contributing to more relevant communications, more efficient journeys, and better experience for SME customers.
Qualifications
What we are looking for in you:
-
Experience in CRM, relationship marketing, campaign planning, lifecycle marketing, or related areas.
-
Experience with Marketing Cloud tools, marketing automation, or CRM platforms.
-
Knowledge in building journeys, nurture tracks, segmentations, and multichannel campaigns.
-
Familiarity with CRM and digital marketing indicators, such as delivery, open rate, click-through rate, conversion, engagement, opt-out, and revenue.
-
Ability to organize calendars, briefings, flows, schedules, and campaign processes.
-
Intermediate knowledge of Excel or Google Sheets.
-
Understanding of base segmentation, eligibility rules, contact frequency, and CRM best practices.
-
Desirable knowledge of Salesforce Marketing Cloud, Journey Builder, Automation Studio, Email Studio, or similar tools.
-
Desirable familiarity with SQL, dashboards, BI, or basic data analysis.
Soft Skills
-
Good organization and prioritization skills.
-
Business vision and understanding of commercial objectives.
-
Clear communication to interact with different areas and stakeholders.
-
Collaborative profile to work with multifunctional teams.
-
Ability to transform business demands into CRM actions.
-
Attention to detail in campaign and journey operations.
-
Proactivity to propose improvements in processes, communications, and flows.
-
Critical thinking to question briefings, audiences, messages, and objectives.
-
Results-oriented and focus on continuous improvement.
Differentials
-
Experience with B2B CRM, SMEs, digital products, financial services, credit, collections, or data.
-
Experience with Salesforce Marketing Cloud.
-
Experience with automated journeys and lifecycle nurture tracks.
-
Knowledge of retention, activation, onboarding, cross-sell, upsell, or reactivation strategies.
-
Experience with multichannel campaigns involving email, WhatsApp, phone, SMS, push, or in-app.
-
Familiarity with A/B testing, personalization, and experimentation best practices.
-
Basic knowledge of SQL, Power BI, Tableau, or Looker.
What will be your main responsibilities:
-
Participate in SME BU business agendas, understanding priorities, challenges, opportunities, and needs of partner areas.
-
Support the building of CRM planning, connecting campaigns, journeys, and communications to the strategic objectives of the area.
-
Discuss and propose relationship journeys based on customer moment, contracted product, behavior, channel, and business opportunity.
-
Support the organization of the CRM calendar, ensuring integrated view of actions, priorities, audiences, channels, and messages.
-
Contribute to the definition of audiences, objectives, offers, messages, and channels of campaigns.
-
Work in partnership with Marketing, Sales, Product, Data, Analytics, Channels, and Technology to enable CRM actions.
-
Ensure alignment between strategy, execution, and measurement of campaigns and journeys.
Journey, Campaigns, and Operations
-
Plan, build, and operationalize CRM campaigns and journeys in Marketing Cloud or similar tools.
-
Create and configure segmentations, flows, nurture tracks, triggers, automations, and multichannel communications.
-
Support campaign execution across channels such as email, WhatsApp, SMS, push, in-app, or other available channels.
-
Perform tests, validations, and quality controls before sending.
-
Ensure compliance with CRM best practices, such as eligibility, opt-out, contact frequency, audience prioritization, and message consistency.
-
Monitor campaign execution, identifying possible adjustments, operational failures, or improvement opportunities.
-
Support documentation of journeys, rules, flows, learnings, and operational processes.
Performance and Optimization
-
Monitor key indicators of campaigns and journeys, such as delivery, open rate, click-through rate, conversion, revenue, engagement, and unsubscribe.
-
Analyze results to identify learnings and propose improvements in future actions.
-
Support the building of A/B test hypotheses, variations in message, channel, audience, offer, and approach timing.
-
Work in partnership with Data and Analytics to interpret results and transform learnings into optimizations.
-
Identify opportunities for personalization, automation, and improvement of customer experience.
-
Contribute to the continuous evolution of CRM journeys, making communications more relevant, efficient, and aligned with customer behavior.
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are more than 4 thousand people working in diverse teams and specialties. Here, each knowledge and diversity complement each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their careers with their personal commitments and interests, prioritizing well-being.
We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, and we are recognized as one of the best companies for young professionals and have a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talents.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here