Mercafacil

Customer Success Analyst – Operations and Major Accounts Focus

Mercafacil

full-time

Posted on:

Location Type: Hybrid

Location: Curitiba • Brazil

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About the role

  • Your mission is to ensure the "magic" happens at the point of sale (POS).
  • You will be responsible for operationalizing, monitoring, and ensuring the success of manufacturers' promotional campaigns within large retail chains.
  • The challenge is to balance fast, solution-oriented support with an analytical and process-driven mindset to process offers and produce value-driving reports for management.
  • Primary Point of Contact: Act as the main support reference for both retail and manufacturer teams, ensuring quick response times.
  • Offer Operations: Receive, validate, and process promotional operations in the platform. This includes creating and adjusting campaigns and validating acceptance with the retail chains.
  • Store Support (Level 0): Serve as first-line support for the retail network. You will diagnose and resolve incidents such as: promotion not appearing at the POS, price discrepancies, or EAN issues.
  • Diagnosis and Escalation: Perform initial technical triage. If the issue is complex, you will escalate to Level 1 and follow the ticket through to final resolution, keeping the store informed.
  • Performance Monitoring: Monitor daily whether promotions are running as intended, acting proactively to prevent execution failures at checkout.
  • Intelligence and Reporting: Prepare and present monthly reports (KPIs, sales performance, execution) that demonstrate the value delivered to both manufacturers and retailers.
  • Expansion and Training: Support the onboarding of new stores in the chain and, when needed, provide refresher training on the platform for store teams.

Requirements

  • Experience in B2B customer service or support: Able to handle a high volume of tickets and patient and clear when communicating with store managers and operators.
  • Proficient in Excel/Google Sheets: Comfortable manipulating data, cross-referencing information, and building performance reports.
  • Analytical and investigative mindset: When faced with an issue, you don’t just pass on the error—you investigate the root cause.
  • Organized and resilient: Managing many stores requires strong organization to meet deadlines and emotional resilience to handle retail pressure.
  • Clear communication: Able to translate technical platform terms into everyday language for store staff.
  • Nice to have: Familiarity with ticketing tools (e.g., Zendesk).
  • Prior experience in the supermarket retail sector or trade marketing.
  • Experience with offer management platforms or retail ERPs.
Benefits
  • Medical insurance (Sulamérica or Central Nacional Unimed depending on your main region) for you and your dependents with no monthly fee; co-payment applies based on usage.
  • Dental insurance (Odontoprev) for you and your dependents with no monthly fee; co-payment applies based on usage.
  • Dasa telemedicine with a variety of online care options, no referral required and no co-payment.
  • "Meu Doutor" family doctor service available to employees and dependents enrolled in the medical plan.
  • Maternity program (for employee or dependent), supporting a safer and more comfortable experience during pregnancy, delivery, and postpartum.
  • Free influenza (flu) vaccine for you and your dependents.
  • Prevenar 13 vaccination to help protect against 13 types and subtypes of pneumococcal bacteria.
  • Life insurance.
  • Gympass.
  • Extended maternity and paternity leave.
  • Flexible benefits via the Caju card | Meal/Food vouchers (VR/VA).
  • Birthday-off so you can celebrate your birthday.
  • Day-off for moving house.
  • Extended honeymoon leave to enjoy your honeymoon with peace of mind!

Applicant Tracking System Keywords

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

Hard skills
ExcelGoogle Sheetsdata manipulationperformance reportingoffer management platformsretail ERPs
Soft skills
customer serviceclear communicationanalytical mindsetorganizational skillsresilienceinvestigative mindset