Carbel Auto Group

Customer Experience Analyst

Carbel Auto Group

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Tech Stack

Cloud

About the role

  • Customer Journey Mapping and Analysis
  • Identify opportunities to improve customer service and overall customer experience
  • Collaborate with Marketing and CX Supervisors and Managers on projects aimed at improving sales performance and customer satisfaction
  • Support the implementation of automation flows to track customer feedback and comments on platforms such as Google My Business, Reclame Aqui, and social media
  • Assist with satisfaction surveys (NPS, CSAT), collecting and organizing data for leadership analysis
  • Help implement improvements based on customer feedback, following management guidance
  • Conduct market research and analyze consumer rating reports/questionnaires
  • Update reports and dashboards with area KPIs for review by Supervisors and Managers
  • Produce campaign performance reports, analyzing ROI and engagement metrics
  • Use marketing analysis techniques to collect relevant data (social media, web analytics, ratings, etc.)
  • Work with responsible teams on digital media integration and tagging (Google Tag Manager, Facebook Pixel, UTM tracking)
  • Primarily support the creation of campaigns and customer communications using CRM and digital marketing platforms (Salesforce, Marketing Cloud, Blip, BI, RD Station)
  • Ensure correct categorization and routing of requests to the appropriate teams

Requirements

  • Degree in progress or completed in Business Administration, Marketing, Communications, or related fields
  • Salesforce Marketing Cloud certification
  • Familiarity with CRM tools, data analysis, and automation platforms is a plus
  • Proficiency in Microsoft Office and DealerWorkflow
  • Organized, detail-oriented, with strong written and verbal communication skills
  • Interest in customer experience, digital marketing, and data analysis
Benefits
  • Transportation allowance
  • Meal allowance
  • Life insurance
  • Private pension plan
  • Health and dental insurance
  • Gympass
  • Pharmacy discount program
  • Day off
  • Discounts on group products and partner companies
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Journey MappingCustomer Experience AnalysisNPSCSATMarket ResearchData AnalysisCampaign Performance AnalysisDigital Media IntegrationAutomation FlowsWeb Analytics
Soft Skills
OrganizedDetail-orientedWritten CommunicationVerbal CommunicationCollaborationCustomer Service ImprovementProblem SolvingAnalytical ThinkingProject ManagementInterpersonal Skills
Certifications
Salesforce Marketing Cloud certification