DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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#LI-Hybrid

The CX CRM Coordinator plays a key role in designing, executing, and optimizing customer communication strategies through CRM automations. This role blends hands-on technical execution (journeys, segmentation, testing, reporting) with coordination responsibilities across teams (Data, Sales, BPO, CX).

We are looking for someone curious, analytical, and detail-oriented, who also has the ability to coordinate initiatives, share best practices, and guide others in CRM execution routines.

CRM & Automation

• Create, maintain, and optimize CRM automations and customer journeys (email, WhatsApp, SMS, push, in-app).


• Identify opportunities for new segmentations and personalized communication strategies.


• Execute end-to-end campaign setup, including segmentation, testing, and monitoring to improve engagement and conversion.
  
  

Data & Analytics

• Measure CRM campaign performance and its impact on CX and business KPIs.


• Maintain customer segmentation logic that enables relevant targeting


• Develop, update, and present reports and dashboards for CX and Commercial stakeholders


• Support preparation of insight decks and campaign readouts that inform decision-making


• Coordinate with Data teams to ensure database accuracy and ingestion of new segments
  
  

Coordination & Collaboration

• Align with Sales, BPO, and Performance teams to guarantee seamless execution of communication flows.


• Maintain updated SOPs, briefs, and campaign guidelines for consistency


• Share learnings and insights to continuously improve processes across teams.
  
  

Leadership & Support

• Guide and support junior team members or operational reps in CRM execution tasks.


• Coordinate projects, ensuring follow-up, accountability, and result delivery.


• Propose improvements to CRM strategies that enhance customer experience and business value
  

Key Attributes We Value:

• Ownership and accountability in managing CRM processes.


• Analytical mindset and ability to translate data into actionable insights.


• Strong communication skills to adapt messages to different audiences.


• Team player who thrives in collaborative, fast-paced environments


• Growth mindset and adaptability to constant change.
  
  

Qualifications:

• Degree in progress or completed in Business, Economics, Engineering, Marketing, or related areas.


• Experience working with CRM tools (e.g., Infobip, Salesforce, HubSpot, or similar).


• Strong organizational skills with ability to manage multiple campaigns simultaneously


• Proficiency in Excel; knowledge of SQL is a strong plus.


• Analytical mindset with comfort in interpreting data and producing insights


• Intermediate English proficiency.

Preferred Skills:

• Prior experience in CRM automation within customer engagement or sales operations.


• Ability to coordinate tasks across multiple stakeholders.


• Familiarity with dashboards and reporting tools
  
  

Competencies

• CRM Expertise & Data Orientation: ability to design, execute, and measure CRM campaigns.


• Communication & Storytelling: prepare briefs, reports, and presentations with clarit


• Organization & Time Management: balance multiple campaigns and priorities.


• Collaboration & Coordination: connect cross-functional teams around shared goals.


• Resilience & Growth Mindset: embrace change and continuous improvement.

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms