CRM Growth Lead: Retention & Lifecycle

PT. KACAMATAMOO INDONESIA SUKSES; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

PT. KACAMATAMOO INDONESIA SUKSES seeks a results-driven CRM leader to design and implement strategies that boost retention, repeat purchases, and customer lifetime value.

You will manage customer databases, segment audiences, and develop lifecycle programs across onboarding, engagement, retention, reactivation, and win-back, coordinating with Marketing, Store Ops, E-commerce, and Sales. You will lead a high-performing CRM team, ensure data accuracy, deliver reports and forecasts, and translate

Qualifications

• Bachelor's degree in Marketing, Business, Management, Communications, or related field.
• Minimum 3-5 years of experience in CRM, Customer Lifecycle, Customer Retention, Loyalty, or related roles.
• Experience in retail, e-commerce, F&B, beauty, fashion, or optical is preferred.
• Strong understanding of CRM strategy, customer segmentation, lifecycle management, retention, and reactivation.
• Proven experience developing and executing data-driven CRM campaigns.
• Strong analytical skills with the ability to turn customer data into actionable business insights.
• Experience with CRM platforms, customer databases, Google Workspace, and reporting/analytics tools.
• Strong understanding of CRM metrics such as retention rate, repeat purchase rate, conversion rate, reactivation rate, engagement, and customer lifetime value.
• Strong reporting and forecasting skills.
• Strong communication, stakeholder management, and cross-functional collaboration skills.
• Commercially minded, target-driven, and comfortable working with KPIs.
• Strong leadership and team management skills.
• Willing to learn and understand optical

Responsibilities

• Develop and implement CRM strategies to increase customer retention, repeat purchases, and customer lifetime value.
• Manage and optimize customer databases, including customer segmentation and profiling.
• Develop customer lifecycle strategies covering acquisition, onboarding, engagement, retention, reactivation, and win-back.
• Plan and execute CRM campaigns through WhatsApp, SMS, email, and other relevant channels.
• Develop personalized campaigns based on customer behavior, purchase history, demographics, and customer segments.
• Develop and manage customer loyalty and retention programs to strengthen long-term customer relationships.
• Collaborate with Marketing, Store Operations, E-commerce, and Sales teams to support customer engagement and conversion.
• Monitor and analyze CRM performance, including conversion rate, retention, repeat purchase, reactivation, campaign performance, and customer engagement.
• Analyze customer data and translate insights into actionable CRM strategies and commercial opportunities.
• Manage CRM platforms, customer databases, data accuracy, and customer information.
• Develop CRM reports, dashboards, forecasts, and performance reviews for management.
• Lead and develop the CRM team to achieve customer engagement and business targets.
• Ensure customer communications are relevant, consistent, and aligned with Kacamatamoo's brand and customer experience.

Skills

CRM strategy

Lifecycle management

Retention and reactivation

Data-driven campaigns

Analytical thinking

Stakeholder management

Cross-functional collaboration

KPI tracking

Education

Bachelor's degree in Marketing/Business/Management/Communications

Tools

CRM platforms

Customer databases

Google Workspace

Reporting/analytics tools

Job description

PT. KACAMATAMOO INDONESIA SUKSES seeks a results-driven CRM leader to design and implement strategies that boost retention, repeat purchases, and customer lifetime value.

You will manage customer databases, segment audiences, and develop lifecycle programs across onboarding, engagement, retention, reactivation, and win-back, coordinating with Marketing, Store Ops, E-commerce, and Sales. You will lead a high-performing CRM team, ensure data accuracy, deliver reports and forecasts, and translate