Deskripsi pekerjaan CRM Specialist Confidential Company
Role Summary
The CRM Specialist is responsible for improving customer retention through effective CRM execution and lifecycle marketing. This role focuses on managing customer journeys, segmentation, and engagement campaigns to increase repeat orders, customer loyalty, and lifetime value.
Key Responsibilities
1. CRM Campaign Execution
- Execute CRM campaigns across WhatsApp, Push Notification, In-App Message, and Email
- Manage customer lifecycle journeys and campaign schedules
- Ensure campaign accuracy and timely execution
2. Customer Journey & Segmentation
- Build and maintain customer segmentation based on behavior and lifecycle stages
- Develop automated customer journeys to improve engagement and retention
- Support continuous optimization of the customer experience
3. Performance Analysis & Optimization
- Monitor CRM campaign performance and customer engagement metrics
- Conduct A/B testing to improve campaign effectiveness
- Analyze customer behavior and recommend data-driven improvements
4. Cross-functional Collaboration
- Work closely with Ads, CX, Operations, and Product teams to improve customer retention
- Translate customer insights into actionable CRM initiatives
- Support business initiatives through targeted customer communications
5. Customer Retention Initiatives
- Execute initiatives to improve repeat orders and customer lifetime value
- Identify opportunities to reactivate inactive customers
- Continuously experiment with new CRM strategies to improve retention
Requirements
- Bachelor's degree in Marketing, Business, Communications, or related fields
- 1–3 years of experience in CRM, Lifecycle Marketing, or Growth Marketing
- Experience using CRM platforms (CleverTap, MoEngage, Braze, HubSpot, or similar)
- Strong analytical skills with proficiency in Google Sheets
- Understanding of customer segmentation and lifecycle marketing
- Strong execution mindset, attention to detail, and ability to manage multiple campaigns simultaneously
- Proactive, customer-oriented, and eager to learn through experimentation
