CRM & LOYALTY SPECIALIST

PT Chateraise Gobel Indonesia; Jakarta Utara; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

PT Chateraise Gobel Indonesia is seeking a CRM & Loyalty Specialist to build and run customer relationship programs that boost engagement, retention, and repeat purchases. You will shape the CRM & Loyalty function and collaborate with Marketing, Digital, IT/Data, E‑Commerce, and Store Ops to translate data into actionable strategies.

As part of shaping the customer journey, you will design journeys, manage loyalty mechanics, plan campaigns across channels, analyze behavior, and provide regular

Qualifications

• Bachelor's degree in Marketing, Business, Communications, Data Analytics, or related fields.
• 3-5 years in CRM, Loyalty, or related roles in retail, F&B, FMCG, or e-commerce.
• Hands-on experience managing or developing CRM and loyalty programs.
• Strong understanding of customer segmentation and lifecycle strategies.
• Experience with CRM campaigns via channels such as WhatsApp, email, SMS, push.
• Data-driven with ability to translate data into insights.
• Excellent communication and stakeholder management.

Responsibilities

• Develop and execute CRM initiatives across the customer lifecycle.
• Maintain customer segmentation and journeys.
• Manage and improve the membership and loyalty program.
• Plan, execute, and monitor targeted CRM campaigns across channels.
• Analyze customer data and generate regular CRM insights.
• Collaborate with IT, Digital, Data, and external vendors to support requirements.

Skills

CRM strategy

Customer lifecycle

Loyalty programs

Campaign management

Data analytics

CRM platforms

Cross-functional collaboration

Stakeholder management

Education

Bachelor's degree in Marketing/Business/Data Analytics

Tools

CRM platforms

CDP

Marketing automation

Job description

About the Role

We are looking for a CRM & Loyalty Specialist to develop and execute customer relationship and loyalty initiatives that drive customer engagement, retention, repeat purchase, and overall customer value. As this is a newly established role, the successful candidate will have the opportunity to help shape and develop the company's CRM & Loyalty function, from building customer strategies and programs to establishing processes and utilizing customer data to support business growth. This role will work closely with Marketing, Digital, IT/Data, E‑Commerce, and Store Operations to develop customer‑centric initiatives and translate customer data and insights into actionable business strategies.

Key Responsibilities

1. CRM Strategy & Customer Lifecycle

• 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.

Requirements

• 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.