CRM Analyst

Traveloka; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

Traveloka is looking for a strategic CRM Analyst to enhance customer retention and maximize lifetime value in their Sales & Marketing team. This role involves developing campaigns, managing customer journeys, and analyzing performance metrics to foster loyalty and reduce churn in the competitive online travel market.

Qualifications

• Minimum 3 years of experience in CRM, growth marketing, or customer analytics roles.
• Proficient in managing campaigns with rigorous A/B testing.
• Strong ownership and project management skills required.

Responsibilities

• Plan and execute CRM and loyalty engagements, including strategy and optimization.
• Measure and refine CRM programs to improve marketing efficiency.
• Manage user lifecycle segmentation, automation, and reporting.

Skills

CRM

Growth Marketing

Customer Analytics

Project Management

Communication

Tools

CRM Software

HTML

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

We are seeking a strategic, results-driven CRM Analyst to lead customer retention initiatives within our Sales & Marketing team at Traveloka. In this role, you will play a critical part in maximizing customer lifetime value (CLV) by developing and executing strategies that foster customer loyalty, improve engagement, and reduce churn in the highly competitive online travel industry. Key functions will include driving platform retention, engagement, and usage metrics, through channels including but not limited to push notifications, email, and in-app messages

You will work cross-functionally with teams in Sales, Marketing, Customer Service, and Data Analytics to design personalized customer journeys, deliver impactful retention campaigns, and optimize the post-purchase experience for travelers.

• Plan and execute CRM and loyalty engagements, campaign planning, launch strategy, and ongoing optimization
• Measure, monitor, evaluate and refine CRM programs to improve the efficiency and effectiveness of marketing campaigns and increasing revenue
• Manage end-to-end segmentation, automation, optimisation, personalization, and reporting of the user lifecycle
• Drive platform retention, loyalty, engagement, and usage metrics (e.g. DAU/MAU, purchases)
• Analyze and enhance CRM initiatives through A/B testing

Requirements

• Minimum 3 years of experience in CRM, growth marketing, or customer analytics roles
• Proficient in delivering campaigns and managing automation with rigorous A/B testing
• Excellent project management and communication skills
• Demonstrates a strong sense of ownership, responsibility, and commitment
• Familiarity with CRM software (e.g. Braze, SFMC) is a plus
• Experience in HTML is a plus

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!