CRM Manager

Love; Daerah Khusus Ibukota Jakarta; Hybrid; IDR 487.963.000 - 1.057.255.000; Full time

Job summary

A dynamic women's fashion brand is looking for a CRM & Loyalty Manager in Jakarta. This role focuses on developing and executing a CRM strategy to enhance customer engagement and retention. The ideal candidate will have extensive experience in CRM, leadership capabilities, and a passion for creating impactful customer experiences. Remote work options available, along with comprehensive benefits including corporate insurance and learning development opportunities.

Benefits

Flexible work arrangement

Comprehensive corporate insurance

Dedicated leadership training

Generous staff discounts

Employee recognition platform

Qualifications

• Minimum of 6-8 years in a CRM role, preferably in retail or e-commerce.
• Experience managing a loyalty or membership program.
• Proven experience leading a team.

Responsibilities

• Lead execution of the CRM and Loyalty strategy across channels.
• Analyze customer data to improve targeting and optimize communications.
• Manage CRM vendor partnerships and evaluate marketing technology tools.

Skills

Analytical skills

Customer-oriented

Leadership

Collaboration

Communication

Education

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

Tools

CRM platforms

Marketing automation tools

Segmentation tools

Job description

About us

Love, Bonito is a digital-first company on a mission to empower the everyday Asian woman and inspire self-confidence. We are Southeast Asia’s leading womenswear brand, headquartered in Singapore, with an omnichannel presence across Hong Kong SAR China, Indonesia, Malaysia and a retail franchise in Cambodia. In addition, we have also expanded into international markets namely the Philippines and the United States of America.

Founded in 2010, we are proudly female-founded with more than 65% female representation in leadership roles (#girlpower!). We raised a US$50M Series C round in 2021 and know that we’re on the cusp of something great, where we’re working towards becoming the most thoughtful brand globally, for the Asian female consumer, especially when it comes to our products, community and experiences.

There’s a lot more work to be done with all of our exciting plans. So we’re looking to team up with people who are wildly passionate about making an impact and be part of a dynamic team, in a workplace with no corporate BS (yes, you read that right!).

The role

We’re seeking a customer-obsessed, data-savvy, and commercially-minded CRM & Loyalty Manager / Senior Manager to lead our customer and loyalty CRM strategy. This role isn’t about sending emails - it’s about shaping how we use data, storytelling, and tech to drive engagement, retention, and love for our brand.

Reporting to the Director of Marketing, you’ll play a key role in driving customer engagement, retention, and loyalty through data-driven campaigns, platform optimization, and cross-functional collaboration. You’ll also work closely with leadership to evolve how we think about customers, blending business goals with brand building and deep customer insight.

You’ll bring our loyalty program (LBCommunity) to life by leveraging customer insights to create exciting perks, irresistible rewards, and memorable experiences that keep customers coming back and bringing new ones into the fold.

If you love translating data into meaning, connecting customer strategy to business outcomes, and scaling programs that people actually enjoy, this might be your next move!

You should have / be:

• Customer-obsessed, with a passion for creating impactful, brand-building experiences
• Experience managing a loyalty or membership programme in retail or e-commerce
• Hands-on experience with CRM platforms, marketing automation, and segmentation tools
• Analytical to interpret data, generate insights, optimise performance, and drive measurable impact
• Strong commercial instincts - you know how to connect engagement to revenue
• Experience managing vendors and evaluating marketing tech tools
• A strong collaborator and effective communicator, with experience influencing at leadership level
• Past experience in managing a team

Main Responsibilities

CRM & Loyalty Strategy

• Develop the strategy and lead execution of the CRM and Loyalty strategy across channels (e.g. lifecycle email, Whatsapp)
• Stay updated on martech trends to continuously improve CRM strategy, tools, and execution.
• Analyse customer data and campaign performance to uncover insights, improve targeting, and optimise communications.
• Manage CRM vendor partnerships and lead platform evaluations (e.g. CDP and CEP) that powers advanced segmentation & automation.

Customer Insights

• Leverage customer insights to drive program enhancements that increase engagement, retention, and lifetime value.
• Strengthen customer insight capabilities through tools like surveys and focus groups to better inform customer strategies across the company.

Team Leadership

• Own overall CRM KPIs, including new customer acquisition, retention, and engagement.
• Lead and coach the CRM team, managing performance, goal setting, and capability development.
• Manage the CRM team’s budget planning, ensuring resource allocation aligns with strategic priorities.

Qualifications & Experience

• Bachelor’s degree in Marketing, Business or a related field.
• Min. 6-8+ years of experience in a CRM role, preferably in retail or e-commerce.
• With proven experience leading a team
• Candidates with SQL capabilities will have an added advantage

1. Flexible Work Arrangement

• Work from anywhere!
• Remote work according to HQ operating hours

2. Staff Wellness

• Comprehensive corporate insurance (Fully covered visits at our panel clinics, Dental coverage, Maternity reimbursement)

3. Learning and Career Development

• Learning and development (i.e. subscription plans to best-in-class resources, personal development fund etc)
• Dedicated leadership training for those of managerial responsibilities
• Friday pm off for learning

4. #TeamLB perks

• Generous staff discount off LB products
• Corporate partnerships with a variety of companies
• Employee driven peer-to-peer recognition platform to honour and celebrate everyday achievements
• Internal Referral programme