CRM Improvement Lead

GoTo Group; Daerah Khusus Ibukota Jakarta; On-site; USD 30.000 - 50.000; Full time

Job summary

GoTo Group is looking for a CRM Improvement Lead to enhance engagement channels and user experience. The successful candidate will work across various teams to develop effective CRM strategies and ensure alignment with business objectives. Ideal candidates should possess a strong analytical background, previous project management experience, and be capable of driving data-driven decisions in a collaborative setting.

Qualifications

• 3-5 years of experience in tech or financial services is a plus.
• Experience working with cross-functional teams and stakeholders.
• Strong planning skills combined with technical experience.

Responsibilities

• Develop and implement a data-driven CRM strategy.
• Define strategy for user experience across engagement channels.
• Collaborate with teams to monitor CRM performance and drive improvements.

Skills

Analytical mindset

Project management

Technical understanding of CRM

Collaboration

Communication skills

Education

Bachelor's or Master's degree in system information or management

Job description

About the Role

As CRM improvement lead, you will be expected to optimize the existing channels of engagement as well identifying new channels and user segments. You will be working with the multiple business teams across payments, digital marketing, brand team, product and engineering teams to create a strategy around the improvement and optimization of the all engagement CRM channels, making users a good experience both for business consumers as the main stakeholder and our end-consumer who will experience the products.

Having prior experience in analytics and project management with good technical understanding of CRM related products, and the ability to apply user insights and data-driven decision-making will be considered highly relevant for this role.

What You Will Do

• Developing and implementing a user insights and data-driven CRM strategy that aligns with GoPay’s overall business objectives
• Own and define the strategy for building a CRM platform that optimizes user experience across both existing and new engagement channels, driving app activation and encouraging transactions
• Collaborate with business and marketing teams to monitor CRM performance metrics and identify gaps, driving continuous improvement in the product experience for both business and end consumers
• Be on top of the execution of product and business initiatives related to CRM Improvement.
• Work with product and engineering teams to prioritize initiatives and manage roadmap deliverables for CRM tooling improvements
• Develop precise and structured business requirement documents to ensure alignment across technical and non-technical stakeholders
• Stay up to date with market and regulatory trends, as well as the competitive landscape in the fintech industry

What You Will Need

• A Bachelor’s or Master’s degree (or an equivalent degree), preferably in system information or management
• Should have at least 3-5 years of working experience, working in tech or financial service companies is a plus.
• Experience working with cross-functional teams and stakeholders (e.g., Business, Product, Marketing Engineering, Operations).
• Passion for building high-quality user experiences and a commitment to product excellence.
• An analytical, data-driven, quantitative mindset; a love for digging into data to understand what’s happening and to define & measure success on every project, with the ability to use data and metrics to justify requirements and features.
• Capable of understanding technical aspects and have successfully done so previously - showcasing not only strong planning skills but also technical experience.
• Ability to collaborate with agile product development teams and excitement about identifying new ways to help your team be more effective in terms of execution and managing the channels.
• Excellent communication skills with the ability to weave strategy, insights, priorities, and plans forward into a structured and organized storyline at all levels of management

About the Team

Join the GoPay team, a hub of innovation and collaboration, to revolutionize everyday experiences at scale, while embracing a culture that values creativity and meaningful impact. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone has access to high quality financial services. If you have the curiosity, passion for technology, and collaborative spirit work with us and let's solve the problems with technology.

About GoTo Group

GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels onour respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.

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