CRM Manager

MOO VISION HOLDINGS PTE. LTD.; Jakarta Pusat; On-site; IDR 200,000,000 - 500,000,000; Full time

Job summary

MOO VISION HOLDINGS PTE. LTD. in Jakarta is seeking a CRM Manager to lead customer lifecycle initiatives across channels, drive retention, and increase customer lifetime value.

You will manage customer databases, develop segmentation, plan data-driven campaigns, and collaborate with Marketing, E-commerce, and Store Operations to hit KPI targets while leading a small CRM team.

Qualifications

• Bachelor’s degree in Marketing, Business, Management, Communications, or related field.
• 3–5 years in CRM, Customer Lifecycle, Loyalty, or related roles.
• Experience in retail, e‑commerce, F&B, beauty, fashion, or optical is preferred.
• Strong understanding of CRM strategy, segmentation, lifecycle management, retention, and reactivation.
• Proven experience developing and executing data-driven CRM campaigns.
• Strong analytical skills to turn customer data into actionable insights.
• Experience with CRM platforms, customer databases, Google Workspace, and reporting tools.
• Strong CRM metrics understanding: retention, repeat purchases, conversion, reactivation, engagement, LTV.
• Strong reporting and forecasting skills.
• Leadership and team management skills.
• Willingness to learn and understand optical.

Responsibilities

• Develop and implement CRM strategies to increase retention, repeat purchases, and customer lifetime value.
• Manage and optimise customer databases, including segmentation and profiling.
• Develop lifecycle strategies covering acquisition, onboarding, engagement, retention, reactivation, and win-back.
• Plan and execute CRM campaigns through WhatsApp, SMS, email, and other channels.
• Develop personalised campaigns based on behaviour, history, demographics, and segments.
• Develop and manage loyalty and retention programmes to strengthen long-term relationships.
• Collaborate with Marketing, Store Operations, E‑commerce, and Sales teams to support engagement and conversion.
• Monitor and analyse CRM performance: conversion rate, retention, repeat purchases, reactivation, campaigns.
• Translate insights into actionable CRM strategies and commercial opportunities.
• Manage CRM platforms, databases, data accuracy, and customer information.
• Develop CRM reports, dashboards, forecasts, and performance reviews for management.
• Lead and develop the CRM team to achieve engagement and business targets.
• Ensure customer communications are relevant and aligned with brand and experience.

Skills

CRM strategy

Segmentation

Lifecycle management

Retention

Reactivation

Data‑driven campaigns

Analytics

KPIs

Leadership

Cross‑functional collaboration

Education

Bachelor’s degree in Marketing, Business, Management, Communications, or related field

Tools

CRM platforms

Customer databases

Google Workspace

Reporting/Analytics tools

Job description

• Bachelor’s degree in Marketing, Business, Management, Communications, or related field.
• Minimum 3–5 years of experience in CRM, Customer Lifecycle, Customer Retention, Loyalty, or related roles.
• Experience in retail, e-commerce, F&B, beauty, fashion, or optical is preferred.
• Strong understanding of CRM strategy, customer segmentation, lifecycle management, retention, and reactivation.
• Proven experience developing and executing data-driven CRM campaigns.
• Strong analytical skills with the ability to turn customer data into actionable business insights.
• Experience with CRM platforms, customer databases, Google Workspace, and reporting/analytics tools.
• Strong understanding of CRM metrics such as retention rate, repeat purchase rate, conversion rate, reactivation rate, engagement, and customer lifetime value.
• Strong reporting and forecasting skills.
• Strong communication, stakeholder management, and cross-functional collaboration skills.
• Commercially minded, target-driven, and comfortable working with KPIs.
• Strong leadership and team management skills.
• Willing to learn and understand optical

Job Descriptions

• Develop and implement CRM strategies to increase customer retention, repeat purchases, and customer lifetime value.
• Manage and optimise customer databases, including customer segmentation and profiling.
• Develop customer lifecycle strategies covering acquisition, onboarding, engagement, retention, reactivation, and win-back.
• Plan and execute CRM campaigns through WhatsApp, SMS, email, and other relevant channels.
• Develop personalised campaigns based on customer behaviour, purchase history, demographics, and customer segments.
• Develop and manage customer loyalty and retention programmes to strengthen long-term customer relationships.
• Collaborate with Marketing, Store Operations, E-commerce, and Sales teams to support customer engagement and conversion.
• Monitor and analyse CRM performance, including conversion rate, retention, repeat purchase, reactivation, campaign performance, and customer engagement.
• Analyse customer data and translate insights into actionable CRM strategies and commercial opportunities.
• Manage CRM platforms, customer databases, data accuracy, and customer information.
• Develop CRM reports, dashboards, forecasts, and performance reviews for management.
• Lead and develop the CRM team to achieve customer engagement and business targets.
• Ensure customer communications are relevant, consistent, and aligned with Kacamatamoo’s brand and customer experience.

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