Senior CRM and Communications Governance Analyst

RD Station

. Lead the strategy and operations of the Unified Customer Communications Calendar .

Posted 9/23/2026full-timeRemote • BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Expertise in leading customer communication strategies and operations, with a strong focus on CRM optimization, email marketing automation, and compliance with LGPD regulations. Proven ability to develop tone-of-voice guidelines and manage cross-functional projects to enhance customer engagement and retention.

Highest-signal resume keywords

B2B SaaS ExperienceEmail Marketing AutomationCRM ProficiencyLGPD ComplianceCross-Functional Project Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Communications StrategyCrisis Communication DraftingDeliverability OptimizationTone-of-Voice Guidelines DevelopmentSegmentation in CRM

Soft Skills

Conflict MediationCross-Functional CollaborationStrategic Communication Review

Tools & Technologies

RD Station MarketingJiraConfluence

Industry Keywords

Lifecycle MarketingChannel GovernanceCustomer EngagementSLA ManagementEmail Marketing Compliance

About the role

Key responsibilities & impact

Lead the strategy and operations of the Unified Customer Communications Calendar
Mediate scheduling and messaging conflicts with other RD Station teams
Create and maintain the Customer Communications Playbook, including SLAs, tone-of-voice guidelines, channel-priority matrix, frequency caps, and quiet hours
Define tone-of-voice guidelines and templates
Draft critical and crisis communications, including technical incidents, product sunsets, and institutional announcements
Review strategic communication workflows
Optimize and configure automation journeys and complex segmentations in the CRM and sending platforms
Monitor deliverability, engagement, and perceived quality metrics, including open rate, CTR, domain reputation, opt-outs, LGPD compliance, NPS, and customer complaints
Centrally orchestrate communications to the active customer base, ensuring the right message reaches customers at the right time to drive retention and engagement

Requirements

What you’ll need

Established experience in the B2B SaaS or technology sector, working in CRM, Lifecycle Marketing, Channel Governance, or Customer Engagement
Proven track record of leading cross-functional projects and mediating priorities across different business areas
Advanced hands-on proficiency with email marketing automation and CRM platforms, such as RD Station Marketing or equivalent tools
Technical knowledge of deliverability, including domain reputation, IP warming, SPF, DKIM, DMARC, spam-rate and bounce-rate control
Hands-on experience applying LGPD in the context of email marketing, including consent, opt-in/opt-out, and suppression workflows
Demonstrated ability to develop tone-of-voice guides, templates, and corporate copy for critical communications
Hands-on experience with ticketing and workflow management tools, such as Jira and Confluence

Benefits

Comp & perks

Comprehensive well-being through self-care initiatives and benefits covering emotional, financial, physical, occupational, and social well-being
Continuous learning environment with opportunities for career growth and development
Inclusive environment with an active commitment to diversity and belonging