Behind the Brand: Pmweb

For over 28 years, since its establishment in 1996, Pmweb has been at the forefront of CRM innovation in Latin America, helping brands navigate the complexities of customer relationship management with precision and expertise.

Headquartered in São Paulo and Porto Alegre, Brazil, the agency operates as a full-service CRM consultancy, managing everything from platform implementation to strategy and operations. With a proprietary lifecycle marketing methodology and certifications from leading CRM platforms, Pmweb’s team of over 350 professionals crafts tailored communication strategies across direct channels like email, SMS, WhatsApp, and app push notifications. Serving industries ranging from retail and aviation to financial services, Pmweb remains a trusted partner for brands seeking impactful customer engagement solutions.

At Pmweb, our culture is built on collaboration, growth, and innovation. It’s about facing challenges with the support of passionate, driven individuals and contributing to meaningful projects that push boundaries. We believe that every person deserves to have opportunities to grow personally and professionally while working alongside extraordinary teams ready to make an impact.

Our values guide everything we do:

Open and authentic: we believe people perform their best when they can be themselves. Integrity is non-negotiable, and we treat others with respect and empathy.
Understanding: we focus on the bigger picture, prioritizing customer success and building strong relationships. Data drives our decisions, but human connection is at the heart of our business.
Constant evolution: we embrace change, adapt to challenges, and remain curious about shaping the future. Innovation isn’t just a goal, it’s part of who we are.

Pmweb is a community where authenticity, connection, and a commitment to growth come together to create something extraordinary.

Pmweb’s CRM Expertise Strengthens the VML Network

As a proud member of the VML family, Pmweb plays a key role in enhancing the network’s capabilities by contributing its deep expertise in CRM and lifecycle marketing strategies. With over 28 years of experience as a leader in customer relationship management, Pmweb strengthens the VML network by delivering personalized, data-driven solutions that help brands create exceptional customer experiences and build meaningful connections.

Being integrated into the VML network allows Pmweb to collaborate closely with other agencies, sharing insights and driving innovation. Our presence at industry events further reinforces this integration, showcasing our lifecycle marketing approach while aligning with the broader vision and goals of the network.

As part of the VML network, Pmweb not only contributes its specialized knowledge but also benefits from the collective strength, resources, and shared purpose of the organization. Together, we empower brands to thrive in an ever-evolving market, delivering impactful results that reflect the seamless collaboration and unified strategy of the VML network.

Connecting Every Touchpoint: Pmweb’s Approach to BX, CX, and Commerce

At Pmweb, we believe that every touchpoint in the customer journey is an opportunity to create a meaningful brand experience. From the first interaction to post-purchase engagement, each moment plays a crucial role in shaping how customers perceive and connect with a brand. Customer Experience is at the core of our approach, as we focus on delivering customer-centric experiences that build loyalty, foster connections, and meet the evolving needs of consumers.

With over 28 years of expertise as a CRM leader in Latin America, we specialize in implementing lifecycle marketing strategies that guide brands through every stage of the customer relationship. By addressing the entire journey, we ensure that every interaction reflects the brand’s identity and values, enhancing the overall Brand Experience and creating lasting impressions.

Commerce represents the realization of all experiences and strategies. It is where insights and planning transform into action, fulfilling client needs and driving tangible results. Through innovative lifecycle marketing strategies and operational excellence, we help businesses bring their vision to life, ensuring seamless execution and measurable outcomes.

Our alignment with BX, CX, and Commerce is deeply rooted in our collaborative and forward-thinking culture. We prioritize understanding the broader context, combining data-driven decision-making with human connection to deliver impactful solutions. With a commitment to authenticity, adaptability, and continuous growth, Pmweb empowers brands to succeed in a dynamic landscape while creating exceptional value for their customers at every stage of the journey.

Pmweb's Impactful Work: Crafting Data-Driven Customer Connections

How Compra Agora Scaled B2B Sales with Smart CRM Strategies

Client: Compra Agora

Compra Agora and Pmweb enhanced B2B CRM with automated, personalized campaigns, boosting e-commerce revenue, doubling CRM growth, improving personalization by 75% and increasing customer engagement through new channels like WhatsApp.

Black Friday Triumph: Casas Bahia's CRM success

Client: Casas Bahia

Casas Bahia leveraged data-driven personalization and AI-powered CRM strategies with Pmweb, achieving the highest CRM share of the year during Black Friday 2024.

Leveraging Data Cloud and AI: Serasa Experian's Journey to Hyperpersonalization

Client: Serasa Experian

Pmweb made Serasa Experian improve user experience using Salesforce tools like Personalization, Einstein, and Data Cloud, achieving a 138% increase in open rates and 75% faster development.

A Recipe for Success: Burger King and Pmweb

Client: Zamp – Burger King

Burger King Brazil, with Pmweb’s help, improved its "Clube BK" loyalty program using personalized strategies, omnichannel interactions, and gamification, resulting in a 31% conversion rate increase and stronger customer relationships.

Leading the Way: Pmweb’s Visionaries

Tárik Potthoff

CEO

Tárik holds a degree in Business and Marketing and is an alumnus of the OPM program at Harvard Business School as well as the New York Institute of Finance. He is the founder of Pmweb, a pioneering company specializing in Data-Driven Marketing for Brazil's retail, airline, and hospitality sectors.

Grazielle Sbardelotto

VP and Partner

Grazielle is a Partner and Vice President at Pmweb, where she seamlessly integrates technology and marketing to drive client success. With over 15 years of experience in digital marketing and CRM, she brings deep expertise to the field. Grazielle's academic background includes programs at UCLA and Harvard Business School (HBS).

Augusto Rocha

VP and Partner

Guto Rocha is a Partner and Vice President of Sales, renowned for his ability to drive business growth by securing top enterprise brands through innovative strategies. An accomplished investor, business advisor, and speaker, Guto brings a wealth of expertise and insight to every endeavor.

Lívia Schmitz

Director of Clients, Strategy, and Marketing

Lívia is the Director of Clients, Strategy, and Marketing at Pmweb. With over 15 years of experience in marketing, communications, and leading projects for global brands, she is a business administrator with an MBA in digital marketing.

Rui Duarte

Operations Director

Rui, with over 20 years of experience in international marketing, has worked in coffee, wine, and e-commerce, leading digital transformation and M&A projects across multiple countries. He is currently the Operations Director at Pmweb/VML.

Fernando Horlle

Planning Director

Fernando is the Director of Planning, Creation, and User Experience at Pmweb, where he leads CRM strategies for brands across Latin America, focusing on customer experience and innovation.

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