CRM & Loyalty Manager

mr. d.i.y. indonesia; Indonesia; On-site; IDR 350,000,000 - 600,000,000; Full time

Job summary

mr. d.i.y. indonesia is seeking a Senior Loyalty Lead to drive app-based loyalty programs across global and Indonesian teams.

You will define milestones, craft membership benefits, and align reward mechanics with Indonesia's market needs while coordinating development, testing, and rollout. You will manage CRM campaigns, analyze program performance, optimize customer journeys, and govern budgets with vendors.

Qualifications

• Bachelor's degree in Marketing, Business, or a related field.
• Minimum 5 years of relevant experience in CRM, loyalty, or customer lifecycle management.
• Proven experience in developing, launching, and managing app-based loyalty programs.
• Strong understanding of loyalty mechanics, segmentation, personalization, and retention strategies.
• Hands-on experience with CRM platforms, marketing automation tools, and customer analytics.
• Strong project management skills, including business requirements, UAT, and rollout coordination.
• Ability to translate customer and transaction data into actionable insights and measurable business results.
• Commercial acumen in managing budgets, reward costs, and vendor performance.

Responsibilities

• Lead loyalty app development with Global and local teams, defining milestones and adapting to Indonesia's market needs.
• Develop loyalty strategies, membership benefits, and reward mechanics.
• Define app business requirements and coordinate development, testing, and store rollout.
• Manage daily app and loyalty operations, including rewards, vouchers, and issue resolution.
• Drive member acquisition and activation with the Brand & Digital team.
• Build personalized customer journeys and automated CRM campaigns to strengthen engagement, retention, and repeat purchases.
• Analyze customer and program performance to improve member experience and commercial results.
• Manage budgets, reward costs, vendors, and program governance, including data quality, customer consent, and operational controls.

Skills

CRM platforms

Loyalty programs

Customer analytics

Project management

Stakeholder management

Bilingual: Bahasa Indonesia & English

Marketing automation

Education

Bachelor's degree in Marketing or Business

Tools

Marketing automation tools

Data analytics tools

Job description

Responsibilities:

• Lead loyalty app development with Global and local teams, defining milestones and adapting to Indonesia's market needs.
• Develop loyalty strategies, membership benefits, and reward mechanics.
• Define app business requirements and coordinate development, testing, and store rollout.
• Manage daily app and loyalty operations, including rewards, vouchers, and issue resolution.
• Drive member acquisition and activation with the Brand & Digital team.
• Build personalized customer journeys and automated CRM campaigns to strengthen engagement, retention, and repeat purchases.
• Analyze customer and program performance to improve member experience and commercial results.
• Manage budgets, reward costs, vendors, and program governance, including data quality, customer consent, and operational controls.

Requirements:

• Bachelor's degree in Marketing, Business, or a related field.
• Minimum 5 years of relevant experience in CRM, loyalty, or customer lifecycle management, preferably within retail or other consumer businesses.
• Proven experience in developing, launching, and managing app-based loyalty or membership programs.
• Strong understanding of loyalty mechanics, customer segmentation, personalization, and retention strategies.
• Hands-on experience with CRM platforms, marketing automation tools, and customer analytics.
• Strong project management skills, including business requirements, user acceptance testing, and rollout coordination.
• Ability to translate customer and transaction data into actionable insights and measurable business results.
• Commercial acumen in managing budgets, reward costs, and vendor performance.
• Strong communication and stakeholder management skills, with the ability to collaborate across Global teams, local functions, and external partners.
• Proactive, analytical, and detail-oriented, with strong ownership and a hands-on approach to execution.
• Proficiency in Bahasa Indonesia and English, both written and spoken.