CX CRM Tools Manager

DiDi Global; São Paulo, Região Imediata de São Paulo; Híbrido; USD 40.000 - 60.000; Tempo integral

Resumo da oferta

A leading company in mobility technology is seeking a Manager of CRM & Sales Analytics to optimize CRM tools and sales reporting. This role involves maintaining the CRM platform, designing dashboards, and ensuring data integrity. The ideal candidate will have a strong analytical background and experience in sales operations.

Qualificações

• 3+ years of experience in sales operations, CRM administration, or business analytics roles.
• Hands-on experience with CRM tools and BI platforms.
• Strong Excel skills.

Responsabilidades

• Own the configuration, maintenance, and evolution of the CRM platform.
• Design, build, and maintain dashboards for sales execution.
• Monitor CRM data quality and compliance.

Conhecimentos

Analytical skills

CRM administration

Data manipulation

Communication skills

Formação académica

Bachelor’s degree in Information Systems, Business, Engineering, or related field

Ferramentas

Salesforce

HubSpot

Tableau

Power BI

Descrição da oferta de emprego

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

Team Overview

The Manager of CRM & Sales Analytics will be responsible for maintaining, optimizing, and enabling the core tools, systems, and reporting infrastructure that support inside sales performance. This person will act as the primary administrator and strategic partner for CRM functionality, workflow automation, sales reporting, and dashboard delivery. The ideal candidate is analytical, systems-savvy, and passionate about turning operational data into actionable insights for decision-making.

Role Responsibilities

• CRM Administration & Optimization

• Own the configuration, maintenance, and evolution of the CRM platform (e.g., Salesforce, HubSpot).

• Ensure CRM processes align with sales workflows, lead routing, and activity tracking.

• Partner with the Director and analysts to define business requirements and implement improvements.

• Sales Reporting & Dashboard Management

• Design, build, and maintain dashboards to support sales execution, funnel tracking, and strategic reviews.

• Provide ad hoc and recurring reporting to leadership and execution teams.

• Track key metrics such as outreach volume, conversion rates, sales velocity, and pipeline movement.

• Tooling & Platform Support

• Manage sales tech stack integrations (e.g., dialers, engagement platforms, enrichment tools).

• Serve as the point of contact for troubleshooting, platform user support, and vendor collaboration.

• Support training and documentation to promote adoption and data integrity.

• Data Governance & Integrity

• Monitor CRM data quality, duplication, and compliance with operational standards.

• Collaborate with Lead Ops and Enablement teams to resolve data and tooling gaps.

• Support segmentation and targeting projects with enriched data sets.

• Process Improvement & Automation

• Identify opportunities to automate manual tasks, improve data flows, and reduce friction in sales processes.

• Partner with IT, data, and product teams for implementation of scalable system improvements.

• Document new workflows, system changes, and operational protocols.

Key Deliverables:

• CRM configuration plans and enhancement backlog

• Sales dashboards and reporting suite

• Tool usage compliance tracking

• Operational process documentation and automation logs

• Monthly insights decks for senior leadership

Role Qualifications

• Bachelor’s degree in Information Systems, Business, Engineering, or related field

• 3+ years of experience in sales operations, CRM administration, or business analytics roles

• Hands-on experience with CRM tools and BI platforms (e.g., Salesforce, HubSpot, Tableau, Power BI)

• Strong Excel and data manipulation skills

• Experience managing system integrations and supporting commercial teams

Preferred Skills:

• Understanding of sales workflows and revenue operations

• Knowledge of API connections, automation tools (e.g., Zapier), or SQL basics

• Strong communication skills to translate data into business action

Competencies:

• Systems Thinking

• Analytical Insight Generation

• CRM & Tool Administration

• Data Integrity & Governance

• Cross-Functional Collaboration

What we really want to see in you:

• Strategic thinking with the ability to also go deep on the details and analysis. Hands on execution and continuous improvement mindset.

• Data, data and more data! - Come with examples and show us with hard driven facts what you have accomplished in the past.

• Must be customer-centric and can develop creative solutions to various complex problems.

• Ownership and end to end accountability, with a protagonist attitude

• Clear examples in management roles where YOU drove change, innovated and motivated your team.

• We need team players, not solo artists. Tell us about your team's accomplishments!

EEO Statement

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms