Marketing Analyst – Customer Experience
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Job Description
Marketing Analyst focusing on Customer Experience at EDITORA DIALÉTICA. Managing Reclame Aqui interactions and supporting institutional marketing projects.
Responsibilities:
- Full management of Reclame Aqui:
- Daily monitoring of the platform
- Standardization and drafting of responses
- Prevention of recurring complaints
- Recovery, maintenance and sustainment plan for the rating (target ≥ 8 – Excellent)
- Reporting and monitoring of indicators
- NPS / Customer Experience project:
- Analysis of the customer journey across different areas of the company
- Identification of friction points and improvement opportunities
- Proposing action plans with the involved teams
- Continuous monitoring of results
- Support to Institutional Marketing:
- Support for brand initiatives (e.g., Jabuti award, events, institutional projects)
- Organization of institutional requests
- Liaison with other departments to ensure consistency of communication and customer experience
Requirements:
- Bachelor’s degree completed in Marketing, Communication, Advertising, Business Administration or related fields
- Minimum of 4 to 5 years of experience in:
- Customer Experience (CX)
- Customer service / Brand reputation
- Reclame Aqui
- Customer support
- Proven experience with Reclame Aqui (complaint management, responses, rating, prevention and recovery)
- Knowledge of customer journey, NPS and friction points
- Excellent written communication, empathy and professional demeanor
- Ability to collaborate with areas such as Marketing, Operations and Sales
- Mature, organized, proactive and autonomous profile
- Desirable knowledge of Google Workspace, spreadsheets, customer service tools and basic branding concepts
Benefits:
- Home office allowance of R$200.00/month
- Meal and food card worth R$27.52 per working day
- Birthday day off
- Company mobile phone
- Food basket worth R$174.27
- Pharmacy partnership via Flash card
- Educational partnership
- 60% discount on book purchases at Dialética’s store
- One book publication per year after the probation period
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