Mid-level CRM Analyst

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Aurum Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1993

⚖️ Legal

☁️ SaaS

Software • Legal • SaaS

Aurum Software is a company specializing in legal software solutions. They offer products like Astrea for small and medium law firms and Themis for large law firms and legal departments. Their software aims to automate legal processes, improve management efficiency, and integrate various aspects of legal work, enabling lawyers to focus on delivering outstanding results. With over 100,000 clients, Aurum Software has been recognized for its innovative and user-friendly solutions in the legal technology market.

📋 Description

• Ensure the customer relationship journey is continuously optimized to increase engagement, retention and LTV using advanced segmentation, automation and data analysis. • Create, monitor and optimize automated CRM journeys (welcome, engagement, churn prevention, cross-sell/upsell and reactivation). • Analyze metrics such as open rate, CTOR and conversion rate, proposing continuous improvements. • Configure and trigger integrated campaigns via email, push notifications, SMS, WhatsApp and in-app messages, selecting the best channel for each communication objective. • Analyze and identify trends, customer behaviors and opportunities for improvement. • Run A/B tests focused on engagement and conversion. • Maintain database health and hygiene, following best deliverability practices and full compliance with LGPD (Brazil's General Data Protection Law). • Collaborate with Content, Product, CS, Marketing and CX Ops teams to keep customer journeys up to date. • Create advanced customer clusters using RFM models adapted for CX, behavioral data and interaction history. • Monitor and maintain governance of contact data used in automated journeys, ensuring organization and data quality. • Produce monthly performance reports for journeys/flows, including your interpretation and recommendations for optimization. • Continuously adopt and apply CRM best practices. • Improve the use of automation tools to deliver an excellent customer experience throughout the flow/journey, always testing the actual experience before activation. • Ensure the quality of segmentation used in campaigns, flagging incoherent or outdated audiences when identified. • Monitor and suggest adjustments to communication cadence for each segment. • Test and validate the real customer experience before activating any flow, including copy, layout and automation logic. • Share relevant learnings about performance and customer behavior with partner teams whenever you identify meaningful insights.

🎯 Requirements

• Minimum of 3 years' experience in CRM, marketing automation or customer base management. • Experience producing monthly performance reports for journeys/flows, including interpretation and opportunities for optimization. • Experience designing communication cadences and running A/B tests. • Proficiency with Intercom, SenseData and RD Station. • Intermediate knowledge of SQL (for data extraction) and experience with BI tools (Power BI, Looker/Data Studio). • Practical mastery of key CRM and CX metrics (NPS, CSAT, Churn, LTV, Open Rate, CTR, etc.). • Nice-to-have: • Experience working in CX or CS teams in a Customer Marketing capacity. • Experience at LegalTech and/or SaaS companies. • Proficiency in market automation tools (e.g., Salesforce Marketing Cloud, Braze, HubSpot, Customer.io or similar).

🏖️ Benefits

• Meal/Food Allowance: R$1,300 per month on a flexible card, no payroll deduction. • Home Office Allowance: R$135.00 per month, no payroll deduction. • Health Plan: Bradesco (national coverage). • Dental Plan: SulAmérica. • Life Insurance. • Extended parental leave: we participate in the Empresa Cidadã program and offer leave that supports different family formats — including adoption, same-sex couples and single-parent families. • Childcare Assistance: for children up to 5 years old. • Gympass/Wellhub: wellness platform focused on physical activity and holistic health. Access thousands of gyms, studios, live classes and wellness apps for a single monthly fee. • Conexa Saúde: digital health platform offering various specialties. Aurum team members have access to 2 free psychological consultations and 2 free nutritional consultations per month. • Guapeco: pet health plan with easy enrollment, national coverage and reimbursements up to 100%. • Partnership with language schools: discounts for English and Spanish courses with OpenEnglish, Fluentia and Instituto Cervantes, available online and in-person. • Profit Sharing (PLR): if the team meets the annual target, everyone receives profit sharing. • Relax Week: we do not work on business days between Christmas and New Year's to rest and enjoy the holidays. • Workstation Allowance: in addition to providing a laptop, we offer a one-time allowance of R$2,400 to set up a comfortable home workspace. • Birthday Day Off: take a full day off during your birthday month to rest and celebrate. • Work at a Great Place to Work©: we are recognized as one of the best companies to work for in Latin America and Brazil. • And more! A culture of feedback, development guilds, onboarding PDI, Aurum Talks, frequent all-hands meetings, OKR transparency, celebratory events, performance reviews, development programs and other initiatives that help grow our people.