Senior Manager, Customer Relationship Management

PharmaLex; Brasília; Presencial; BRL 614 000 - 921 000; Tempo integral

Resumo da oferta

Cencora is seeking a senior CRM operations leader to drive comprehensive CRM programs, loyalty campaigns, and data-driven improvements across marketing, sales, and service teams. This role emphasizes cross-functional collaboration and privacy-aware practices to support scalable customer engagement.

The position requires extensive CRM expertise, strategic thinking, and people management to sustain high-quality delivery in dynamic environments.

Qualificações

• This role requires a Bachelor's degree in a related field (Marketing, Business Administration, Communications, or Customer Management).
• A Master's degree is preferred for advanced strategy and leadership responsibilities.
• 7+ years of experience in CRM, lifecycle marketing, retention marketing, or related fields.
• 3+ years in a management capacity is required.

Responsabilidades

• Manage the execution of CRM programs, contact strategies, and lifecycle campaigns to improve retention and engagement.
• Develop customer segments, journey rules, and personalization approaches for targeted communications.
• Oversee CRM platform administration, data quality, and integration with customer support systems.
• Analyze customer, campaign, and service data to identify trends and improvement opportunities in automation and self-service.
• Collaborate with marketing, sales, service, product, and analytics teams to align CRM priorities with business goals.
• Lead CRM workflow enhancements and ensure privacy-conscious practices for scalable execution.
• Manage team performance and talent decisions in CRM operations.

Conhecimentos

CRM strategy

Lifecycle marketing

Retention marketing

Customer operations

Team leadership

Data analysis

Formação académica

Bachelor's degree in marketing, business administration, communications, customer management, or related field

Master's degree in marketing, business administration, communications, customer management, or related field

Ferramentas

CRM platforms

Project management tools

Customer service platforms

Descrição da oferta de emprego

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Job Details

This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment. Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail. Manages the execution of CRM programs, contact strategies, and lifecycle campaigns across relevant customer channels to improve retention, engagement, and service effectiveness. Develops customer segments, journey rules, and personalization approaches to support targeted communications and more relevant customer experiences. Oversees CRM platform administration, data quality, and integration with customer support and related operational systems to improve accuracy, visibility, and process efficiency. Analyzes customer, campaign, and service data to identify trends and recommend improvements in automation, self-service, and proactive support. Collaborates with marketing, sales, service, product, and analytics teams to align CRM priorities, customer journeys, and operational processes with business goals. Leads the adoption of CRM workflow enhancements and manages privacy-conscious practices to support scalable execution and customer trust. Manages team performance, workload prioritization, and talent decisions to sustain delivery quality and build capability within CRM operations.

Bachelor's degree in marketing, business administration, communications, customer management, or a related field, or equivalent experience required. Master's degree in marketing, business administration, communications, customer management, or a related field, or equivalent experience preferred. 7+ years of experience in customer relationship management, lifecycle marketing, retention marketing, customer operations, or a related field required. 3+ years of experience in a management capacity required. Certification in CRM platform administration, customer service platforms, or project management preferred.

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: PharmaLex GmbH

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [e-mail]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned