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Marketing Analyst – Customer Experience
Editora DialéticaAnalista de Marketing focusing on optimizing customer experience and managing complaints via Reclame Aqui. Collaborating with marketing initiatives and cross-department teams for improvement.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience management, with a focus on monitoring and improving brand reputation through effective complaint resolution and customer journey analysis. Proficient in developing action plans and collaborating with various departments to enhance customer satisfaction and maintain high performance metrics.
Highest-signal resume keywords
Customer Experience ManagementBrand Reputation ManagementReclame Aqui ExpertiseCustomer Journey AnalysisAction Plan Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ExperienceCustomer ServiceComplaint ResolutionData AnalysisPerformance Monitoring
Soft Skills
CollaborationCommunicationProblem-Solving
Industry Keywords
NPSCustomer SupportMarketingBusiness AdministrationAdvertising
About the role
Key responsibilities & impact- Full management of Reclame Aqui:
- Daily monitoring of the platform
- Standardization and drafting of responses
- Prevention of recurring complaints
- Plan to recover, maintain and sustain the rating (target ≥ 8 – Excellent)
- Reports and monitoring of indicators
- NPS / Customer Experience project:
- Analysis of the customer journey across different areas of the company
- Identification of points of friction and opportunities for improvement
- Proposal of action plans with the involved departments
- Support for Corporate/Institutional Marketing:
- Assistance with brand initiatives (e.g., Jabuti, events, institutional projects)
Requirements
What you’ll need- Bachelor's degree in Marketing, Communications, 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
Benefits
Comp & perks- Home office allowance of R$200.00/month
- Meal and food card worth R$27.52 per working day
- Birthday day off
- Corporate 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 probationary period