CRM & Enrollment Growth Lead

SmartRecruiters, Inc.; Jakarta Pusat; On-site; IDR 300,000,000 - 420,000,000; Full time

Job summary

Sampoerna University is seeking a CRM & Call Center Coordinator to manage the student journey and enrollment processes in an on-site capacity at our Jakarta campus. You will own journey definitions, coordinate omnichannel engagement, and drive data-driven decisions using CRM reporting, dashboards, and cohort analysis.

Preferred qualifications include a Master’s degree and 7+ years in CRM or enrollment operations, plus strong stakeholder management and communication skills for a higher education

Qualifications

• Master’s degree in a relevant field preferred.
• 7+ years of CRM, recruitment operations, customer lifecycle analytics experience.
• 3+ years leading workflows or cross-functional improvement initiatives.
• Experience in higher education or another high-consideration service environment preferred.
• Strong hands-on experience in CRM reporting, advanced spreadsheet analysis, dashboard development, and cohort analysis.
• Knowledge of SQL or equivalent data skills is strongly desirable.
• Ability to translate data and analysis into clear operational decisions and actionable recommendations.
• Strong stakeholder management skills, with the ability to influence and collaborate with senior stakeholders.
• Strong communication and team management skills.
• Creative and innovative approach to problem-solving and process improvement.
• Experience with CRM software, data management, SharePoint, and event management.

Responsibilities

• Own the student-journey operating model - Maintain approved journey definitions, entry and exit evidence, timelines and exception routes.
• Convert records into individual student insight - Create an advisor-ready view of interests, intake, learning preferences, support needs, family priorities and outstanding questions.
• Enforce recruitment follow-through - Publish daily officer action queues, detect unanswered enquiries and overdue promises, and require an owner, action and date.
• Diagnose barriers and coordinate intervention - Distinguish student decision time from officer inactivity and university processing delays.
• Produce actionable recruitment intelligence - Explain where progression is slowing and provide recommended decisions.
• Govern omnichannel engagement - Coordinate conversations, survey invitations and the central CRM record.
• Maintain reliable, ethical data - Record ownership, stage history, data reconciliation and consent controls.
• Improve quality and capability - Coach supervisors and officers on diagnosis and next actions.

Skills

CRM leadership

Stakeholder management

Data interpretation

Team management

Communication

Process improvement

Problem solving

Education

Master’s degree in a relevant field

Tools

CRM software

SharePoint

SQL

Dashboard tools

Event management

Data management

Job description

Sampoerna University is seeking a CRM & Call Center Coordinator to manage the student journey and enrollment processes in an on-site capacity at our Jakarta campus. You will own journey definitions, coordinate omnichannel engagement, and drive data-driven decisions using CRM reporting, dashboards, and cohort analysis.

Preferred qualifications include a Master’s degree and 7+ years in CRM or enrollment operations, plus strong stakeholder management and communication skills for a higher education