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Junior Relationship Marketing Analyst – Back Office
Construtora Tenda. Support the management of customer service operations within the Relationship Marketing area .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations management, with a strong focus on performance tracking, data analysis, and operational reporting. Proficient in developing initiatives to enhance customer experience and drive results through effective collaboration and communication.
Highest-signal resume keywords
Customer Service Operations ManagementData AnalysisPerformance TrackingExcel ProficiencyCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisPerformance TrackingBudget ControlOperational ReportingCustomer Journey MappingService Level MonitoringAverage Handling Time (AHT)Abandonment RateResolution RateCustomer Satisfaction
Soft Skills
OrganizationPrioritizationDisciplineWritten CommunicationVerbal Communication
Tools & Technologies
ExcelDashboardsOperational Reports
Industry Keywords
Relationship MarketingCustomer ExperienceBPO CollaborationOperational Action Plans
About the role
Key responsibilities & impact- Support the management of customer service operations within the Relationship Marketing area
- Track performance indicators and monitor the customer journey
- Support the development of initiatives to improve the customer experience and the area’s results
- Prepare materials for results review meetings, identifying deviations from targets
- Create budget control and monitoring routines, highlighting variances
- Track operational indicators, including service level, average handling time (AHT), abandonment rate, resolution rate, and customer satisfaction
- Support the control desk routine by monitoring queues, volumes, and adherence to the plan
- Build and maintain operational reports and dashboards
- Map customer journey pain points based on contact data, reasons for contact, and complaints
- Propose and monitor operational action plans, ensuring execution and measurement of results
- Collaborate with the customer service partner (BPO) and internal teams to align initiatives and follow up on deliverables
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Engineering, Economics, Statistics, or a related field
- Intermediate to advanced Excel skills, including pivot tables, VLOOKUP/XLOOKUP, and conditional formulas
- Strong ability to analyze data and turn numbers into clear conclusions
- Organization, prioritization skills, and discipline for daily routines
- Strong written and verbal communication skills
Benefits
Comp & perks- Meal and food allowance through iFood Benefícios
- Transportation allowance
- TendaPrev pension plan
- Annual bonus based on results achievement
- Health insurance – no monthly premium for the employee; copayments apply only when services are used
- Optional dental insurance
- Life insurance
- Wellhub
- Dr. Alper – free consultations with specialists in various fields
- Pregnancy support program and extended maternity leave
- Pharmacy benefit
- Flexible working hours
- Birthday day off
- Alô Viva Bem – exclusive employee support channel
- Educational platform
- Education subsidy
- Childcare assistance for mothers
- Extended paternity leave
- Discount on Tenda apartments
- Discount on Cinemark tickets
- Christmas allowance