CRM & Loyalty Programs Specialist

Blibli; Jakarta Pusat; On-site; IDR 90,000,000 - 150,000,000; Full time

Benefits offered by this job

6 months contract with full-time path

Job summary

Blibli is seeking a Customer Experience Specialist in Jakarta to oversee the end-to-end customer journey and build long-term relationships with our brand. You will audit both physical and digital store experiences, manage our customer database, and drive repeat business through Loyalty Management programs that transform walk-in buyers into retained brand advocates.

You’ll build tracking mechanisms, analyze foot-traffic and NPS data, and design retention campaigns to increase lifetime value

Qualifications

• 2+ years of experience in Customer Loyalty Management (CLM), CRM, Retail Customer Experience, or Trade Marketing.
• Proven track record of managing customer databases, segmenting audiences, and designing retention/loyalty programs.
• Strong analytical skills to interpret foot-traffic data, NPS metrics, and customer purchasing behaviors.
• Experience mapping physical store customer journeys and designing SOPs for customer touchpoints.

Responsibilities

• Build and manage external customer tracking mechanisms from scratch, including Net Promoter Score (NPS), customer satisfaction survey and regular Mystery Shopper programs.
• Audit physical checkout flow and procedures to reduce order creation time and analyze traffic to measure store conversion rates.
• Design, launch, and manage end-to-end customer loyalty programs. Develop retention campaigns to increase customer lifetime value.
• Own and maintain the central customer database. Analyze purchasing behaviors and segment audiences to deploy CRM campaigns.
• Design the customer journey for online-to-offline handovers.

Skills

CLM

CRM

Retail CX

Data analysis

NPS metrics

Audience segmentation

CRM systems

Tools

CRM systems

Job description

Blibli is seeking a Customer Experience Specialist in Jakarta to oversee the end-to-end customer journey and build long-term relationships with our brand. You will audit both physical and digital store experiences, manage our customer database, and drive repeat business through Loyalty Management programs that transform walk-in buyers into retained brand advocates.

You’ll build tracking mechanisms, analyze foot-traffic and NPS data, and design retention campaigns to increase lifetime value