CRM Senior Analyst

Company Overview:

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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• Joining the Driver Growth team offers a unique opportunity to contribute to the growth of one of the fastest-growing companies. This role, driven by project management, data analytics and product solutions, requires a combination of consumer-focused analytical thinking and strong interpersonal skills. You'll work closely with a dedicated team to build and manage DiDi's business across all Spanish-speaking LATAM (SSL) regions. Expect a fast-paced, dynamic, and challenging environment with never a dull moment
• Driver Growth team plays a crucial role in DiDi's continued expansion throughout SSL by focusing on strategies for acquiring, converting, and retaining supply.

Role Responsibilities:

• Own a program end-to-end: roadmap, priorities, delivery plans, stakeholders, risks, and outcomes.
• Lead and coordinate a team (analysts/admins/ops partner) to deliver CRM enhancements, reporting, and process improvements.
• Translate business needs into CRM solutions: requirements gathering, process mapping, user stories, configuration specs, testing, and rollout plans.
• Improve data quality and governance: define standards, ensure correct field usage, reduce duplicates, improve accuracy/completeness, and document definitions.
• Build and maintain analytics & operational reporting: dashboards, KPIs, funnels/pipelines, productivity metrics, and operational performance views.
• Drive operational excellence: identify friction points in workflows, simplify processes, create playbooks, and standardize best practices across teams.
• Enable adoption and change management: training sessions, user guides, office hours, communications, and feedback loops with stakeholders.
• Partner with technical teams (Data/Engineering/IT) on integrations, automation, and tooling improvements when needed.

Role Qualifications:

• the ability to lead cross-functional work with clarity and accountability, turning ambiguous problems into structured plans and measurable results. You bring strong analytical thinking, excellent organization, and hands-on CRM experience—able to drive delivery through roadmap definition, stakeholder alignment, and continuous improvement. You thrive collaborating with regional teams and global counterparts to deliver scalable solutions that power Driver Growth and DiDi's expansion in LATAM.

EEO Statement:

• 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.

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