At Gazeta do Povo, I spearheaded several impactful projects aimed at improving customer communication, optimizing payment processes, and strategically planning for the success of key business areas. These projects included implementing Salesforce Marketing Cloud to enhance the customer communication journey, introducing the Net Promoter Score (NPS) system to gather subscriber feedback, optimizing payment procedures to reduce lack of payment by 5%, and developing a comprehensive 12-month plan for customer success to achieve break-even. These initiatives resulted in improved customer satisfaction, increased revenue, and enhanced operational efficiency.

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PROJECTS AND ACHIEVEMENTS

CUSTOMER COMMUNICATION JOURNEY

Outcomes
Customer communication journey
​Onboarding automation
Open rate over 20%

About
I successfully led a project focused on enhancing customer communication at Gazeta do Povo through the implementation of Salesforce Marketing Cloud. By leveraging the platform's capabilities, we designed and implemented a comprehensive customer communication journey. This involved creating personalized and targeted messaging across various channels to improve engagement and foster customer loyalty. The project resulted in improved customer satisfaction and increased conversion rates.

NPS IMPLEMENTATION

Outcomes
NPS of 54
​Customer Feedbacks and new testimonials for the website

About
In order to gauge subscriber satisfaction and gather valuable feedback, I spearheaded the implementation of the Net Promoter Score (NPS) system at Gazeta do Povo. By developing a tailored survey and implementing a tracking mechanism, we were able to measure and analyze subscriber sentiment. This project provided valuable insights that informed strategic decision-making and allowed us to make data-driven improvements to our services, resulting in increased subscriber satisfaction and loyalty.

PAYMENT OPTIMIZATION

Outcomes
Reduced Lack of Payment by 5%

About
To address the issue of payment delays and improve revenue streams, I led a project focused on optimizing payment processes at Gazeta do Povo. Through a comprehensive analysis of existing systems and workflows, we identified areas for improvement and implemented streamlined payment procedures. By implementing targeted strategies, such as automated payment reminders and improved payment methods, we successfully reduced the lack of payment by 5%, resulting in improved cash flow and financial stability.

CUSTOMER SUCCESS AREA PLANNING FOCUSED ON BREAK -EVEN

Outcomes
Strategic planning for next 12 months
OKRs for Customer Success and Support areas
KPIs based on OKR goals

About
In collaboration with the customer success team, I developed a comprehensive 12-month planning project with the goal of achieving break-even in the customer success area at Gazeta do Povo. This involved setting specific goals, defining key performance indicators (KPIs), and outlining actionable strategies to optimize customer success initiatives. Through regular monitoring and tracking of progress, we were able to make data-driven adjustments and ensure that the customer success area operated efficiently and effectively, ultimately achieving the desired break-even point.

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