Customer Experience & Loyalty Architect

Blibli; Jakarta Pusat; On-site; IDR 78,120,000 - 122,760,000; Full time

Job summary

Blibli Electronic, part of Blibli Group, is seeking a Customer Experience Specialist to oversee the end-to-end customer journey from online to offline. You will audit store experiences, manage loyalty programs, and nurture long-term relationships with our customers to drive repeat business.

In this role, you will build tracking systems (NPS, surveys), monitor footfall and conversion, and segment audiences to target CRM campaigns that boost lifetime value.

Qualifications

• Experience designing loyalty programs and retention strategies.
• Experience managing customer databases and audience segmentation.
• Strong analytical skills to interpret NPS and customer behavior.

Responsibilities

• Build and manage customer tracking mechanisms (NPS, surveys, Mystery Shopper programs).
• Audit checkout flow to reduce order creation time and analyze conversion rates.
• Design and manage end-to-end loyalty programs; develop retention campaigns to raise CLV.
• Own the central customer database; analyze purchasing behavior and segment audiences for CRM campaigns.
• Design the cross-channel customer journey for online-to-offline handovers.

Skills

Loyalty program design

CRM administration

Data analysis

Customer journey mapping

Job description

Blibli Electronic, part of Blibli Group, is seeking a Customer Experience Specialist to oversee the end-to-end customer journey from online to offline. You will audit store experiences, manage loyalty programs, and nurture long-term relationships with our customers to drive repeat business.

In this role, you will build tracking systems (NPS, surveys), monitor footfall and conversion, and segment audiences to target CRM campaigns that boost lifetime value.