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Nicolas Fernandes

@nicolasfernandes

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CRM Manager with 8+ years of experience in operational efficiency.

Italy

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What I'm looking for

I am looking for a role that values data-driven decision-making and offers opportunities for professional growth in a collaborative environment.

I am a seasoned Customer Relationship Manager with over 8 years of experience in leading CRM transformations and driving operational efficiency. My journey began with a solid foundation in business administration, followed by an MBA in Marketing Intelligence, which equipped me with the analytical skills necessary to excel in CRM management. I have a proven track record of optimizing CRM platforms like Dynamics 365 and Salesforce, enhancing user adoption, and delivering actionable insights that drive revenue growth.

At Nice S.p.A., I spearheaded a comprehensive CRM transformation across the EMEA region, achieving a remarkable 66.7% growth in sales opportunities and a 16% uplift in revenue. My role involved configuring workflows, customer journeys, and performance dashboards, which were instrumental in aligning sales and marketing goals. I take pride in my ability to collaborate cross-functionally, providing training and support to ensure teams maximize the potential of CRM systems. I am now eager to leverage my expertise in a CRM Manager role within an Odoo-based environment, where I can continue to drive success through data-driven strategies.

Experience

Work history, roles, and key accomplishments

Current

Customer Relationship Manager

Current

Nice S.p.A.

Jul 2022 - Present (3 years)

Led end-to-end CRM transformation across EMEA using Dynamics 365, configuring workflows and dashboards that resulted in 66.7% growth in sales opportunities and 16% revenue uplift. Built and optimized CRM performance dashboards using Power BI and QlikView to track KPIs and support commercial and retention goals across multiple markets. Managed cross-functional CRM initiatives, providing training an

Dynamics 365 Power BI Qlikview Workflow Automation KPI Tracking Training

Senior CRM Analyst

Oba Hortifruti

Oct 2021 - Apr 2022 (6 months)

Designed and executed targeted customer segmentation models in Salesforce, which drove personalized lifecycle communications and improved retention, CLV, and click-through rates. Implemented and maintained Salesforce CRM workflows and automation rules to enhance customer retention and campaign efficiency. Collaborated with marketing and sales teams to deliver automated campaigns across email and W

Salesforce CRM Customer Segmentation Lifecycle Marketing Retention Workflow Automation Email Campaigns WhatsApp Campaigns

Regional CRM Specialist

Phibro Animal Health Corporation

Apr 2016 - Sep 2021 (5 years 5 months)

Led CRM operations across South America, including the rollout of mobile CRM via Power Apps to improve sales rep engagement and real-time tracking. Conducted business and data analytics using Power BI, developing standardized dashboards that delivered valuable insights to management teams. Acted as the Dynamics 365 CRM trainer for the South America region, boosting team proficiency and promoting c

Dynamics 365 Power BI Mobile CRM (Power Apps)Sales Engagement Data Analytics Dashboards CRM

Education

Degrees, certifications, and relevant coursework

Universidade Mackenzie

Bachelor of Business Administration, Business Administration

Completed a Bachelor of Business Administration, focusing on core business principles including entrepreneurship, management control, and research methods. Developed a Bachelor Thesis on the analysis of reverse logistics packaging costs in an agribusiness input company.

Live University

Master of Business Administration, Marketing Intelligence

Pursued a Master of Business Administration with a specialization in Marketing Intelligence. Coursework covered data-driven marketing, CRM strategy, business analytics, and consumer behavior.