Customer Success Manager

• Focused on enhancing customer experience, increasing engagement, and maximizing business results. Design, implement and optimize multichannel journeys, acting as a bridge between business, technology and marketing.
• **Main responsibilities:**
• Define calendar strategies, message scheduling and personalized communication for different customer segments.
• Manage multichannel campaigns (email, push, SMS, WhatsApp, etc.) and automated journeys.
• Monitor activities, generate reports and present results to stakeholders.
• Ensure backlog governance, prioritizing initiatives with the greatest impact for the company.
• Act as a liaison between business areas and IT, translating needs into clear, functional solutions.
• Define and track CRM success metrics (adoption, engagement, ROI).
• Propose innovative solutions and continuous improvements aligned with CRM trends and consumer behavior.
• Conduct A/B tests, performance analyses and customer base segmentation.
• Support loyalty programs and engagement initiatives.

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