Social CRM

• Jun 2022 - Present

CX Team Leader

• Jan 2022 - May 2022

Leadership of the Social CRM team; preparation of strategies and optimization of processes with a focus on customer service and customer experience. Development of studies and performance reports for the portfolio brands (Gummy Hair, Sinelim, and Fouressence); and sharing of trends and insights for brands and actions/campaigns at a national level. Term building, data collection, classification, and quantitative analysis. Construction of dashboards; sending of alerts; preparation and sharing of reports anticipating possible crises and signaling opportunities for action in all sectors.Social listening for the purpose of analyzing consumer behavior inside and outside the brand's main channels to develop improvements in the customer journey. Show less

Social CRM

• Oct 2021 - Jan 2022

Social Listening & Data: Social media monitoring; Consumer behavioral analysis within and outside the channels used; Term building, data collection, classification, and quantitative and qualitative analysis; Benchmarking and influencer studies.Audits: Audits of team processes and procedures; Execution, update and analysis of reports;Training: Training and development of teams, developing workshops.IMCR (Incident Management & Crisis Resolution): Monitoring of the brand's social networks and sensitive topics; Critical case management; Preparation of reports indicating opportunities for action, as well as anticipation of possible crises. Show less

Marketing Assistant

• May 2020 - Oct 2021

Relationship Marketing Assistant at Nutrin Group for the brands Gummy Hair and Sinelim. strategic and creative connection development with brand customers via the use of brand personas and cases of enchantment across all digital channels used (social media and e-commerce). Monitoring of all interactions on the brand's social media (selection, sentiment, and classification according to guidelines), through platforms such as Stilingue and Buzzmonitor.Monitoring of topics on social media, dealing with complicated cases and reporting opportunities for action, as well as anticipating possible crises (IMCR - Incident Management & Crisis Resolution). Show less

Copywriter

• Jun 2019 - Jan 2020

Community Manager

• Dec 2018 - May 2019