CRM Specialist – Beauty & Cosmetics

PT Bansko Btater Global (Klara Cosmetics, Eveboss, Native Skincare, etc); Provinsi Bali; On-site; IDR 89,280,000 - 156,240,000; Full time

Job summary

Klara Cosmetics is seeking a CRM Specialist to build long-term relationships with customers, manage data, and develop retention strategies that drive engagement and loyalty. You will collaborate with Marketing, E-commerce, and Sales to align campaigns across WhatsApp, email, and SMS, analyze performance, and continuously improve the customer journey and lifetime value.

The ideal candidate is data-driven, highly organized, with strong communication skills and a background in beauty or retail is a

Qualifications

• 4+ years of experience in CRM, customer retention, digital marketing, e-commerce, or a related role.
• Experience managing customer databases and segmentation.
• Strong understanding of customer lifecycle and retention marketing.
• Experience with WhatsApp, email marketing, or CRM platforms.
• Strong analytical and problem-solving skills.
• Excellent communication and organizational skills.
• Proactive, detail-oriented, and results-driven.
• Experience in beauty, cosmetics, retail, hospitality, or e-commerce is a plus.

Responsibilities

• Manage and maintain accurate customer databases and CRM systems.
• Develop and execute customer retention and engagement strategies.
• Create customer segmentation based on behavior, purchase history, preferences, and customer value.
• Develop CRM campaigns through WhatsApp, email, SMS, and other relevant channels.
• Build customer journeys for new customers, repeat customers, inactive customers, and high-value customers.
• Monitor and improve repeat purchase rate, retention rate, customer lifetime value (CLV), and customer engagement.
• Develop loyalty, membership, promotional, and reactivation campaigns.
• Work closely with Marketing, E-commerce, and Sales teams to align CRM campaigns with business goals.
• Analyze campaign performance and provide actionable insights and recommendations.
• Track customer feedback and identify opportunities to improve the overall customer experience.
• Maintain CRM reports and regularly present campaign results and key findings.

Skills

CRM

Customer Retention

Digital Marketing

E-commerce

Job description

About the Role

Klara Cosmetics are looking for a CRM Specialist to build and strengthen long-term relationships with our customers. You will be responsible for managing customer data, developing retention strategies, and creating personalized communication that drives engagement, repeat purchases, and customer loyalty.

This role is ideal for someone who is customer-focused, analytical, organized, and comfortable working with data and digital communication channels.

Key Responsibilities

Manage and maintain accurate customer databases and CRM systems.

Develop and execute customer retention and engagement strategies.

Create customer segmentation based on behavior, purchase history, preferences, and customer value.

Develop CRM campaigns through WhatsApp, email, SMS, and other relevant channels.

Build customer journeys for new customers, repeat customers, inactive customers, and high-value customers.

Monitor and improve repeat purchase rate, retention rate, customer lifetime value (CLV), and customer engagement.

Develop loyalty, membership, promotional, and reactivation campaigns.

Work closely with Marketing, E-commerce, and Sales teams to align CRM campaigns with business goals.

Analyze campaign performance and provide actionable insights and recommendations.

Track customer feedback and identify opportunities to improve the overall customer experience.

Maintain CRM reports and regularly present campaign results and key findings.

Requirements

4+ years of experience in CRM, Customer Retention, Digital Marketing, E-commerce, or a related role.

Experience managing customer databases and segmentation.

Strong understanding of customer lifecycle and retention marketing.

Experience with WhatsApp, email marketing, or CRM platforms.

Strong analytical and problem-solving skills.

Comfortable working with customer data and performance reports.

Excellent communication and organizational skills.

Proactive, detail-oriented, and results-driven.

Experience in beauty, cosmetics, retail, hospitality, or e-commerce is a plus.

Key Performance Indicators (KPIs)

Repeat purchase rate

Customer reactivation rate

Customer Lifetime Value (CLV)

CRM campaign conversion rate

Revenue generated from CRM campaigns

What We Offer

Competitive salary based on experience

Opportunity to work in a growing beauty & cosmetics business

Dynamic and collaborative working environment

Opportunity to develop and lead CRM & customer retention initiatives