Customer Experience Analyst, E-commerce II

Grupo Boticário

. NPS Management and Monitoring (Voice of the Customer): Continuously monitor NPS indicators for the single-brand e-commerce channel, consolidate monthly closing reports, map detractor and passive customer journeys, and extract insights to support corrective actions.

Posted 10/8/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in NPS Management, Customer Experience Analysis, and E-commerce Performance Evaluation, leveraging advanced data manipulation skills and strong stakeholder management to drive customer loyalty and optimize operational efficiency.

Highest-signal resume keywords

NPS ManagementCustomer Experience (CX)Data ManipulationSQLPower BI

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisCustomer Behavior AnalysisLoyalty Driver AnalysisCommercial PlanningEfficiency Optimization

Soft Skills

Interpersonal CommunicationStakeholder ManagementAnalytical Problem-Solving

Tools & Technologies

Google SheetsExcelSQLPower BITableau

Industry Keywords

E-commerceCRMCustomer Lifetime Value (LTV)Omnichannel JourneyOperational Alignment

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

NPS Management and Monitoring (Voice of the Customer): Continuously monitor NPS indicators for the single-brand e-commerce channel, consolidate monthly closing reports, map detractor and passive customer journeys, and extract insights to support corrective actions.
Active Customer Base Health and Customer Behavior: Monitor active customer volumes, analyzing migration curves and retention, frequency, and recency drivers to increase customer lifetime value (LTV).
Loyalty Driver Analysis: Evaluate the performance of loyalty mechanisms (cashback, points, integrated wallet, and promotional loyalty campaigns) and their impact on e-commerce performance.
Ritual Governance and Internal Partnerships: Lead forums and alignment routines with operational and strategic teams (Logistics, Multichannel, and Omnichannel Journey) to remove experience bottlenecks.
Commercial Analysis and Planning: Support the development of channel performance views, correlating satisfaction and retention indicators with revenue, conversion, and sales volume targets.
Efficiency and Automation: Identify opportunities to optimize reports and analytical routines, evolving manual processes into automated dashboards.

Requirements

What you’ll need

Bachelor’s degree completed;
Must reside in São Paulo or be willing to relocate;
Previous mid-level experience in E-commerce, CRM, Customer Experience (CX), BI, or Commercial Planning;
Advanced proficiency in data manipulation using Google Sheets/Excel, with experience in SQL and visualization tools (Power BI/Tableau) or NPS/CRM platforms;
Strong analytical and data-driven problem-solving skills;
Strong interpersonal communication and stakeholder management skills to lead cross-functional routines with different teams.

Benefits

Comp & perks

Flexible medical and dental plans
Prescription drug assistance and healthcare allowance for family members
Free psychotherapy sessions and 24/7 telemedicine
Ongoing prevention, mental wellness, and vaccination programs
Meal vouchers (or an on-site restaurant) and food allowance (with an additional Christmas allowance)
Up to 40% discount on brands across our ecosystem
Gympass/TotalPass membership for gyms and sports studios
Home office allowance for hybrid and remote work arrangements
Birthday day off to celebrate your way
Pet health insurance, partner benefits, and travel/accommodation programs
Extended parental leave (180 days for mothers and 120 days for fathers)
Support for parents of children with additional needs and childcare assistance
School supplies allowance and child nutrition credit
Dedicated legal, psychological, and social support
Private pension plan and life insurance
Bereavement support following the loss of parents and payroll-deducted loans
Transportation allowance and parking (depending on the work arrangement)