Marketing Analyst – Customer Experience

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🕒 February 26

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Editora Dialética

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

📱 Media

Education • Media

Editora Dialética is an academic publishing company based in Brazil that publishes scholarly books and articles, offers editorial and design services, and distributes titles internationally. It focuses on academic authors and research, provides print-on-demand production, ISBNs/DOIs and Qualis-oriented cataloging, and partners with major international publishers for translation and wider dissemination. The company also offers an online store and author support services, emphasizing rapid publication, transparent royalties (50% stated to authors), and broad distribution channels.

📋 Description

• Full management of Reclame Aqui: • Daily monitoring of the platform • Standardization and drafting of responses • Prevention of recurring complaints • Recovery, maintenance and sustainment plan for the rating (target ≥ 8 – Excellent) • Reporting and monitoring of indicators • NPS / Customer Experience project: • Analysis of the customer journey across different areas of the company • Identification of friction points and improvement opportunities • Proposing action plans with the involved teams • Continuous monitoring of results • Support to Institutional Marketing: • Support for brand initiatives (e.g., Jabuti award, events, institutional projects) • Organization of institutional requests • Liaison with other departments to ensure consistency of communication and customer experience

🎯 Requirements

• Bachelor’s degree completed in Marketing, Communication, Advertising, Business Administration or related fields • Minimum of 4 to 5 years of experience in: • Customer Experience (CX) • Customer service / Brand reputation • Reclame Aqui • Customer support • Proven experience with Reclame Aqui (complaint management, responses, rating, prevention and recovery) • Knowledge of customer journey, NPS and friction points • Excellent written communication, empathy and professional demeanor • Ability to collaborate with areas such as Marketing, Operations and Sales • Mature, organized, proactive and autonomous profile • Desirable knowledge of Google Workspace, spreadsheets, customer service tools and basic branding concepts

🏖️ Benefits

• Home office allowance of R$200.00/month • Meal and food card worth R$27.52 per working day • Birthday day off • Company mobile phone • Food basket worth R$174.27 • Pharmacy partnership via Flash card • Educational partnership • 60% discount on book purchases at Dialética’s store • One book publication per year after the probation period