Customer Relationship Management Specialist

22 hours ago

Jakarta, Jakarta, Indonesia PT. Central Mega Kencana Full time

PT. Central Mega Kencana (CMK), Indonesia's leading luxury jewellery group, is looking for a data-driven and process-oriented
CRM Specialist
to strengthen our customer relationship strategy and improve customer experience across all touchpoints. This role focuses on CRM operations, business processes, and cross-functional collaboration.

Key Responsibilities

  • Analyze, map, and develop
    end-to-end CRM business processes
    , including customer onboarding, retention, loyalty, and after-sales.
  • Identify process gaps, customer pain points, and improvement opportunities across the customer journey.
  • Design efficient CRM workflows to support store operations, customer care, loyalty programs, and marketing automation.
  • Ensure CRM processes comply with SOPs and integrate smoothly with supporting systems (POS, ERP, Customer Care platforms, etc.).
  • Collaborate with Operations, IT, Customer Care, and Marketing teams to implement new processes or enhancements.
  • Monitor, evaluate, and optimize CRM business processes based on performance data and internal feedback.
  • Conduct UAT (User Acceptance Testing) for new CRM features, modules, and process updates.
  • Maintain clear and updated documentation (SOPs, workflows, business requirements) for all CRM processes.
  • Provide data-driven insights and recommendations to improve process efficiency and customer experience.
  • Manage and optimize CRM strategies to drive engagement, retention, and customer lifetime value.

Requirements

  • Bachelor's degree in any major.
  • Has relevant experience in a similar role within the retail industry
    , particularly in CRM, customer journey, business process, or customer engagement.
  • Strong experience with CRM platforms (Salesforce, Qontak, etc)
  • Solid analytical skills with the ability to translate data into meaningful insights.
  • Excellent communication, coordination, and stakeholder management abilities.
  • Detail-oriented, organized, and able to manage multiple projects.
  • Placement: Synthesis Square, South Jakarta

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