Editora Dialética

Marketing Analyst – Customer Experience

Editora Dialética

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Salary

💰 R$2,400 per month

About the role

  • Full management of Reclame Aqui:
  • Daily monitoring of the platform
  • Standardization and drafting of responses
  • Prevention of recurring complaints
  • Recovery, maintenance and sustainment plan for the rating (target ≥ 8 – Excellent)
  • Reporting and monitoring of indicators
  • NPS / Customer Experience project:
  • Analysis of the customer journey across different areas of the company
  • Identification of friction points and improvement opportunities
  • Proposing action plans with the involved teams
  • Continuous monitoring of results
  • Support to Institutional Marketing:
  • Support for brand initiatives (e.g., Jabuti award, events, institutional projects)
  • Organization of institutional requests
  • Liaison with other departments to ensure consistency of communication and customer experience

Requirements

  • Bachelor’s degree completed in Marketing, Communication, Advertising, Business Administration or related fields
  • Minimum of 4 to 5 years of experience in:
  • Customer Experience (CX)
  • Customer service / Brand reputation
  • Reclame Aqui
  • Customer support
  • Proven experience with Reclame Aqui (complaint management, responses, rating, prevention and recovery)
  • Knowledge of customer journey, NPS and friction points
  • Excellent written communication, empathy and professional demeanor
  • Ability to collaborate with areas such as Marketing, Operations and Sales
  • Mature, organized, proactive and autonomous profile
  • Desirable knowledge of Google Workspace, spreadsheets, customer service tools and basic branding concepts
Benefits
  • Home office allowance of R$200.00/month
  • Meal and food card worth R$27.52 per working day
  • Birthday day off
  • Company mobile phone
  • Food basket worth R$174.27
  • Pharmacy partnership via Flash card
  • Educational partnership
  • 60% discount on book purchases at Dialética’s store
  • One book publication per year after the probation period
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer ExperienceCustomer serviceBrand reputationComplaint managementNPSCustomer journeyFriction pointsAction plansReportingMonitoring
Soft Skills
Written communicationEmpathyProfessional demeanorCollaborationOrganizationProactivityAutonomy