Sr Customer Relationship Management

5 days ago


Jakarta, Jakarta, Indonesia Tanya Ners Full time

Responsibilities

  • Manage and maintain the customer database in the CRM platform to ensure it remains segmented and up to date.
  • Design and execute customer retention strategies (upselling, cross-selling, and reactivation campaigns).
  • Implement email and WhatsApp marketing automation to nurture both new and existing customers.
  • Analyze customer behavior such as engagement, churn, and conversion rates to identify retention improvement opportunities.
  • Conduct cohort analysis to understand customer retention patterns, loyalty, and campaign effectiveness over time.
  • Develop lifecycle marketing strategies covering onboarding, engagement, and re-engagement stages.
  • Collaborate with the marketing and customer service teams to create a consistent customer experience from acquisition to post-purchase.
  • Perform A/B testing on messaging and campaigns to improve communication effectiveness.
  • Prepare CRM performance reports (open rate, click rate, conversion rate, repeat order rate, retention rate, churn rate, etc.).
  • Provide data-driven insights to support long-term marketing strategy decisions.

Qualifications

  • Bachelor's or Associate's degree in Marketing, Communication, Management, or a related field.
  • Minimum 3 year of experience in CRM, digital marketing, or retention marketing.
  • Proficient in CRM/automation tools such as HubSpot, ActiveCampaign, ManyChat, Clarity, or WhatsApp broadcast tools.
  • Strong understanding of customer journey, segmentation, lifecycle marketing, and cohort analysis.
  • Able to interpret and transform customer data into actionable insights.
  • Creative in crafting relevant and engaging customer communication.
  • Detail-oriented, organized, and able to manage time effectively.
  • Bonus points for experience in online education, e-commerce, or subscription-based businesses.

Nice to Have

  • Basic understanding of copywriting and storytelling for retention campaigns.
  • Familiarity with analytics tools such as Google Sheets, Data Studio, or CRM analytics dashboards.
  • Strong interest in data-driven marketing and results-based experimentation (growth mindset).


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