CRM & Loyalty Manager

MR.D.I.Y. Indonesia; Jakarta Pusat; On-site; IDR 400,000,000 - 700,000,000; Full time

Job summary

MR.D.I.Y. Indonesia is seeking a senior Loyalty & CRM Lead to guide the loyalty app roadmap in Jakarta. You will coordinate global and local teams to design, test, and rollout rewards programs, and translate customer data into measurable business outcomes.

You will manage loyalty operations, optimize rewards costs, and steer personalized journeys and automated campaigns to boost engagement, retention, and repeat purchases across the Indonesia market.

Qualifications

• Bachelor’s degree in Marketing, Business or related field.
• 5+ years in CRM, loyalty, or customer lifecycle management.
• Experience launching app-based loyalty programs.
• Strong loyalty mechanics, segmentation, personalization, retention.
• Hands-on with CRM platforms, marketing automation, and analytics.
• Strong project management and rollout coordination.
• Ability to translate data into actionable insights and business results.
• Budget management and vendor performance experience.
• Strong communication and stakeholder management across teams.

Responsibilities

• Lead loyalty app development with Global and local teams, defining milestones and adapting to 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

Stakeholder management

Project management

Retention strategies

Personalization

Data analytics

Education

Bachelor’s degree in Marketing, Business, or related field

Tools

CRM platforms

Marketing automation

Customer analytics

Job description

• 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.