CRM & Loyalty Specialist

Chateraise; Jakarta Selatan; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

Chateraise in Jakarta Selatan seeks a CRM & Loyalty Lead to drive customer lifecycle initiatives, from acquisition to retention, and to optimize our loyalty program.

You will translate customer insights into targeted CRM programs and collaborate with Marketing, Digital, IT, and Data teams to build effective journeys and measurable growth.

Qualifications

• Bachelor's degree in Marketing, Business, Communications, Data Analytics, or related fields.
• Experience in CRM, Loyalty, Customer Engagement, Customer Marketing, Customer Retention, or related functions (3-5 years).
• Hands-on experience in managing, implementing, or developing CRM and/or loyalty programs is highly preferred.
• Strong understanding of customer segmentation, lifecycle, retention, repeat purchase, and loyalty strategies.
• Comfortable working with customer and transaction data to derive actionable insights.
• Experience managing CRM campaigns through channels such as WhatsApp, email, SMS, push notifications, or CRM platforms.
• Experience with CRM, loyalty, membership, CDP, marketing automation, or customer data platforms is a plus.

Responsibilities

• Develop and execute CRM initiatives across the customer lifecycle (acquisition, activation, engagement, repeat purchase, retention, reactivation).
• Develop and maintain customer segmentation and targeted journeys.
• Identify customer opportunities and translate insights into CRM initiatives.
• Manage and improve loyalty program membership and mechanics.
• Plan, execute, and monitor CRM campaigns through relevant channels; ensure alignment with brand and commercial objectives.
• Collaborate with Marketing, Digital, IT, Data, and external vendors to support CRM and loyalty systems.
• Analyze customer behavior and membership data to identify trends and provide actionable insights.
• Establish and continuously improve CRM and Loyalty processes, guidelines, and performance tracking.

Skills

CRM Strategy

Loyalty Programs

Customer Segmentation

Data Analytics

Campaign Management

Cross-functional Collaboration

Stakeholder Management

CRM Channels

CRM Platforms

Education

Bachelor's degree in Marketing/Business/Communications/Data Analytics

Tools

CRM Platforms

CDP/Marketing Automation

Analytics Tools

Data Visualization

Job description

• Develop and execute CRM initiatives across the customer lifecycle, including customer acquisition, activation, engagement, repeat purchase, retention, and reactivation.
• Develop and maintain customer segmentation.
• Identify customer opportunities and translate customer insights into targeted CRM initiatives.
• Develop customer journeys & identify opportunities to improve customer engagement.

2. Loyalty Program

• Manage and continuously improve the company's membership and loyalty program.
• Develop and implement loyalty mechanics, monitor member engagement & retention.
• Evaluate and improve the overall membership experience.

3. CRM Campaign Management

• Plan, execute, and monitor targeted CRM campaigns through relevant channels.
• Work closely with Marketing and Digital teams to ensure CRM campaigns are aligned with overall brand and commercial objectives.
• Monitor campaign performance and continuously optimize campaign strategies.
• Ensure CRM communications are relevant, timely, and aligned with customer segments and lifecycle stages.

4. Customer Data & Analytics

• Analyze customer behavior, purchasing patterns, and membership data to identify trends, opportunities, and areas for improvement.
• Monitor key customer metrics ; develop regular CRM & Loyalty reports and provide actionable insights

5. CRM & Loyalty Program Development

• Translate business and customer requirements into CRM and loyalty system.
• Work closely with IT, Digital, Data, and external vendors to ensure CRM and loyalty systems effectively support business requirements.
• Establish and continuously improve CRM & Loyalty processes, guidelines, and performance tracking.
• Bachelor's degree in Marketing, Business, Communications, Data Analytics, or related fields.
• 3-5 years of experience in CRM, Loyalty, Customer Engagement, Customer Marketing, Customer Retention, or related functions, preferably in retail, F&B, FMCG, e-commerce, or other consumer businesses.
• Hands-on experience in managing, implementing, or developing CRM and/or loyalty programs is highly preferred.
• Strong understanding of customer segmentation, customer lifecycle, retention, repeat purchase, and loyalty strategies.
• Comfortable working with customer and transaction data and translating data into actionable business insights.
• Experience managing CRM campaigns through channels such as WhatsApp, email, SMS, push notifications, or CRM platforms.
• Experience with CRM, loyalty, membership, CDP, marketing automation, or customer data platforms is a plus.
• Strong analytical and problem-solving skills with a data-driven approach.
• Able to work independently, take ownership, and manage multiple projects with cross-functional stakeholders.
• Strong communication, presentation, and stakeholder management skills.
• Commercially minded with a strong customer-centric approach.
• Growth mindset and strong potential to develop into a future leadership role.