Marina Salles

Hyperlocal helps business owners digitize their operations and increase their customer base by providing management solutions, financial services, and marketplace platform promotion. 88,000+ client establishments, with R$8 billion passing through the systems per year. SoftBank invested company.

• Developed the company's customer experience strategy, working alongside product and sales stakeholders.
• Led the after-sales departments for 4 business units (managers and 70+ employees).
• Introduced a sustainable business model that resulted in a 60%+ increase in operational efficiency. Additionally, decreased churn by 50%+.
• Structured and executed various projects, leveraging cross-functional teams to achieve project goals and advance business objectives.

KPIs: Churn Rate, Contact Rate, CSAT, LTV, NPS.

Skills: Customer Experience Management; Leadership; Operations Management; Product Adoption; Project Management; Team Management.

Skills: Cross-Functional Team Management; Project Portfolio Management.

In 2018, Didi, the world's largest ride-hailing company, acquired 99, a Brazilian ride-sharing company operating in 550+ cities. 99 had diversified businesses, including tax and P2P services, and became the first Brazilian unicorn, valued at $1 billion. SoftBank invested company.

• Conducted the customer journey mapping, collaborating closely with cross-functional teams to implement customer-centric improvements. Increased NPS by 40%+ during a hyper-growth period, with growth exceeding 25x in 12 months.
• Created roadmaps and improved business processes with cross-functional teams, including the launch of an app in Brazil from China, which resulted in the migration of 500,000+ drivers.
• Managed market and customer research to drive the company's strategy and product offerings, collaborating with strategy teams from China and the USA.

KPIs: Churn Rate, Contact Rate, Conversion Rate, NPS.

Skills: Business Strategy; Customer Journeys; Customer Research; Market Sizing; Product Adoption; Product Management; Product Development; Product Management.

Ismart is a non-profit organization dedicated to promoting educational excellence for talented low-income students, with admissions at renowned universities in Brazil and internationally, including the Ivy League institutions.

• Launched the institute's first experience in the field of technology with a distance education model, 100%+ growth in the service capacity, from 250 to 536 vacancies.
• Implemented a remote model with significantly lower costs compared to the in-person model (representing only 10% of the in-person model costs).
• Developed the organization's main strategic initiative to date, which allowed 50,000+ public school students to continue their studies through the platform during the class suspension period in the pandemic.

KPIs: Student’s Grades, Conversion Rate.

Skills: Data Analysis; Product Development; Project Management; Strategic Planning.

Max Planck Society is a leading research organization, with a world-renowned reputation. Awarded 35 Nobel Prizes and recognized as one of the foremost research organizations globally.

• Conducted genetic mapping studies in both biparental and diverse natural populations to identify genes responsible for metabolic regulation, cultivating 360 different accessions.
• Measured enzyme activities and metabolites for 30 traits.

Skills: Research.