CRM Lifecycle Coordinator

Company Description

Experian is a global data and technology company that powers 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 people-centric, inclusive, and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune’s Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer.

Job Description

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

The CRM Lifecycle team is responsible for managing the entire post-sales experience for Serasa's more than 103 million customers, in addition to initiatives related to qualifying and growing the contact base.

We are looking for a person with a strong strategic vision, an analytical profile, and collaborative leadership skills to coordinate CRM initiatives focused on customer experience and business impact.

Responsibilities

• Lead the CRM Lifecycle structure for a portfolio of 5 products, acting in the construction and maintenance of Lifecycle strategies, such as onboarding, engagement, retention, reactivation, churn prevention, among others;
• Coordinate the planning and execution of multichannel campaigns and journeys (email, push, SMS, WhatsApp, RCS, and proprietary channels) that make up the planning and product calendars;
• Coordinate the development of segmentations and automations focused on personalization, performance, and conversion growth;
• 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 focus on results;
• 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 with 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 ability to articulate with different stakeholders;

• Knowledge of CRM metrics, relationship funnels, 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.

• Preferred Qualifications

• Experience in the financial or collections 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 a strategic and futuristic vision;

• Sense of ownership and proactivity;

• Curiosity and a learning-oriented mindset;

• Good prioritization skills in dynamic environments;

• Someone who "plays along" and builds in partnership with the team.

• What you will find here

• Collaborative and innovative environment;

• Space for autonomy and construction;

• 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 everyone can exchange experiences and express their ideas. Therefore, 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), Aspire (people with disabilities), and Connecting Generations (generations). Come be part of this transformation!

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