Kovi

Senior CRM Analyst

Kovi

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

Tech Stack

SQL

About the role

  • Map pain points and opportunities in the customer journey and translate them into automated communication sequences.
  • Create, review, and maintain campaigns in Customer.io (email, WhatsApp via webhook, push, SMS).
  • Use dynamic variables (Liquid) to personalize messages with customer data (amounts, dates, names, statuses).
  • Work with dynamic segments based on events, attributes, and behavior.
  • Test and validate end-to-end journeys before activation.
  • Monitor performance of sequences (sends, opens, clicks, replies, tickets generated) and propose continuous improvements.
  • Collaborate with CX, Product, Content, and Support to ensure consistency of tone, language, and customer experience.
  • Knowledge of automation logic (conditions, delays, entry and exit criteria).

Requirements

  • Hands-on experience with CRM tools (Customer.io, Salesforce, or similar).
  • Strong command of automation logic: workflows, conditions, delays, re-entries.
  • Basic knowledge of Liquid (filters, formatting, using variables).
  • Ability to structure multichannel journeys with clarity, empathy, and business acumen.
  • Detail-oriented approach to QA and campaign testing.
  • Excellent written communication.
  • Familiarity with experience metrics (NPS, CSAT), support channels, and service processes.
  • Comfortable working with data and analysis.
  • Organized and experienced in creating processes.
  • Experience using Customer.io on a day-to-day basis (a plus).
  • Experience with transactional and/or educational communication (a plus).
  • Experience working with CX, customer service, or support teams (a plus).
  • Basic knowledge of SQL or basic event-reading skills (not required but helpful).
Benefits
  • Life Insurance: To take care of our greatest asset: our Kovers.
  • Health Plan: It’s important to take care of yourself and be well.
  • Dental Plan: So you can keep a great smile!
  • Flash Card: Your meal and/or food allowance on a single card — because, as the saying goes, you can’t function on an empty stomach!
  • Partnership with SESC: Access to this benefit after 90 days of employment.
  • Transport voucher or fuel allowance: The choice of how you move is yours.
  • For parents: childcare assistance, extended maternity leave of 180 days, and extended paternity leave of 20 days.
  • Wellhub: All Kovers are entitled to exercise with part of the cost subsidized by Kovi.
  • Kovenção: A company-wide meeting where Kovi leadership updates everyone on business status.
Applicant Tracking System Keywords

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

Hard Skills & Tools
automation logicdynamic variablesLiquidCRM toolscampaign testingdata analysisSQLmultichannel journeyscustomer journey mappingperformance monitoring
Soft Skills
detail-orientedexcellent written communicationempathybusiness acumenorganizational skillscollaborationclaritycustomer experience focusproblem-solvingadaptability