CRM & Loyalty Supervisor (FKI / CFI)

Fore Coffee; Cikoko; On-site; IDR 250,000,000 - 400,000,000; Full time

Job summary

Fore Coffee is seeking a CRM Strategy & Lifecycle lead to design and execute customer journeys across acquisition, activation, engagement, retention, reactivation, and win-back for our Indonesian market.

You will build segmentation frameworks, address opportunities from behavioral data, partner with Brand and Commercial teams, monitor performance with Clevertab/insiderone, and lead loyalty program improvements to grow customer lifetime value.

Qualifications

• CRM experience across customer lifecycle and loyalty programs.
• Ability to build segmentation based on behavior and spend.
• Strong data analysis and campaign execution skills.

Responsibilities

• Develop and execute CRM strategies across the full lifecycle.
• Build lifecycle and segmentation frameworks.
• Identify opportunities from behavioral and transactional data.
• Lead CRM campaign execution across channels.
• Analyze CRM data and build performance dashboards.

Skills

CRM strategy

Customer lifecycle

Data analysis

Campaign planning

Loyalty programs

Segmentation

Tools

Clevertab/Insiderone

Job description

• Develop and execute CRM strategies across the customer lifecycle, from acquisition, activation, engagement, retention, reactivation, to win-back.
• Build customer lifecycle and segmentation frameworks based on behavior, frequency, spending, preferences, and engagement.
• Identify customer opportunities and pain points through behavioral and transactional data.
• Partner with Brand and Commercial teams to ensure CRM supports overall business and brand objectives.
• Familiar with Clevertab / insiderone (or any similar one) to monitor performance.

CRM Strategy & Customer Lifecycle

• Develop and execute CRM strategies across the customer lifecycle, from acquisition, activation, engagement, retention, reactivation, to win-back.
• Build customer lifecycle and segmentation frameworks based on behavior, frequency, spending, preferences, and engagement.
• Identify customer opportunities and pain points through behavioral and transactional data.
• Develop strategies to move customers from first purchase → repeat purchase → loyal customer → brand advocate.
• Partner with Brand and Commercial teams to ensure CRM supports overall business and brand objectives.
• Familiar with Clevertab / insiderone (or any similar one) to monitor performance.

Loyalty Program Management (App)

• Manage and continuously improve the brand's loyalty program, ensuring it delivers meaningful value to customers and measurable business impact.
• Develop loyalty mechanics, rewards, benefits, tiers, missions, and engagement initiatives and initiate gamification along with the product team.
• Analyze loyalty member performance, including enrollment, active members, frequency, retention, redemption, and contribution to sales.
• Identify opportunities to increase member penetration and customer lifetime value.

Customer Segmentation & Personalization

• Develop actionable customer segments based on RFM (BTYD alike), purchase behavior, demographics, preferences, and engagement.
• Create personalized offers, content, and communication journeys for different customer segments.
• Work with relevant teams to develop next-best-action / next-best-offer opportunities.
• Continuously test personalization strategies to improve conversion and engagement.

CRM Campaign Execution

• Plan and execute CRM campaigns across relevant channels, including app, push notification, email, SMS, WhatsApp, and other owned channels.
• Develop campaign briefs, audience targeting, communication calendars, and campaign mechanics.
• Ensure CRM communications are aligned with brand tone, customer needs, and commercial objectives.
• Coordinate with Creative, Brand, Digital, and Technology teams to deliver campaigns effectively.

Customer Data & Analytics

• Analyze customer and transaction data to identify behavioral trends, opportunities, and risks.
• Build regular CRM performance reports and dashboards.
• Track key metrics such as: (GMV, Customer Retention Rate, Repeat Purchase Rate, Purchase Frequency, Active Loyalty Members, CRM Conversion Rate, etc).
• Translate data into clear business recommendations and actions.