CX & CRM Manager

22 hours ago

Jakarta, Jakarta, Indonesia ELECTRUM Full time
About the Role

We are looking for a CX & CRM Manager to lead Electrum's end-to-end customer experience strategy and customer lifecycle management. This role is responsible for ensuring customers have a seamless journey—from onboarding, usage, support, retention, to long-term relationship growth—while building the systems, processes, and insights needed to scale customer satisfaction and lifetime value.

You will work closely with Operations, Product, Marketing, Risk, and Sales teams to identify customer pain points, design interventions, build CRM automations, and deliver a high-quality experience across all touchpoints.

What You Will Do
Customer Experience (CX)
  • Develop and own the customer experience strategy across the entire customer lifecycle.
  • Map customer journeys and identify friction points from onboarding, active usage, support, to retention.
  • Lead and improve customer support workflows (ticketing, escalation, resolution SLAs).
  • Monitor CSAT, CES, NPS, and Satisfaction Score — and drive initiatives to improve them.
  • Build and maintain SOPs for frontline support and field operations.
  • Collaborate with Product & Engineering to translate customer feedback into product improvements.
  • Partner with Operations to improve processes related to service quality, issue handling, and customer communication.
CRM & Lifecycle Management
  • Build and manage CRM strategy, including segmentation, customer profiling, and lifecycle interventions.
  • Develop targeted CRM campaigns for onboarding, activation, re-engagement, retention, churn prevention, and loyalty.
  • Implement automated workflows (email, SMS, WhatsApp, in-app) to guide customer behavior.
  • Work with Data & Product teams to establish customer cohorts, behavioral insights, and predictive indicators (churn risk, low activity, payment risk).
  • Own CRM tools and ensure data quality, tagging, and reporting consistency.
  • Analyze the impact of CRM activities on retention, engagement, and lifetime value.
Operational Excellence
  • Ensure customer issues are resolved efficiently with clear root-cause analysis and follow-up actions.
  • Define and monitor support KPIs: response time, resolution time, reopening rate, escalation volume.
  • Train and support frontline teams to ensure consistent service quality.
  • Lead cross-functional initiatives to reduce repeat issues and improve platform usability.
Reporting & Insights
  • Provide regular reports on customer satisfaction, retention, support performance, and CRM effectiveness.
  • Use data to identify trends, early warnings, and improvement opportunities.
  • Drive customer-centric decision-making across teams based on actionable insights.
What You Bring
  • 4-5 years of experience in CX, CRM, customer lifecycle, or support operations, preferably in tech, mobility, fintech, or consumer-facing industries.
  • Strong understanding of customer journey design, retention strategy, and CRM lifecycle models.
  • Experience managing CRM tools (HubSpot, Salesforce, Zoho, MoEngage, Braze, or similar).
  • Ability to analyze customer data, segment users, and design interventions based on insights.
  • Strong operational mindset with experience improving support processes.
  • Strong communication skills and ability to work cross-functionally across Product, Ops, Marketing, and Risk.
  • Experience managing support teams or CX specialists is a plus.
Nice to Have
  • Experience in EV, mobility, transportation, or subscription-based models.
  • Familiarity with digital analytics tools (Mixpanel, Google Analytics, Looker, etc.).
  • Experience building automated customer journeys or loyalty programs.
  • Background in service design or design thinking methodologies.

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