Customer Experience Specialist

Blibli; Jakarta Pusat; On-site; IDR 90,000,000 - 150,000,000; Full time

Benefits offered by this job

6 months contract with full-time path

Job summary

Blibli is seeking a Customer Experience Specialist in Jakarta to oversee the end-to-end customer journey and build long-term relationships with our brand. You will audit both physical and digital store experiences, manage our customer database, and drive repeat business through Loyalty Management programs that transform walk-in buyers into retained brand advocates.

You’ll build tracking mechanisms, analyze foot-traffic and NPS data, and design retention campaigns to increase lifetime value

Qualifications

• 2+ years of experience in Customer Loyalty Management (CLM), CRM, Retail Customer Experience, or Trade Marketing.
• Proven track record of managing customer databases, segmenting audiences, and designing retention/loyalty programs.
• Strong analytical skills to interpret foot-traffic data, NPS metrics, and customer purchasing behaviors.
• Experience mapping physical store customer journeys and designing SOPs for customer touchpoints.

Responsibilities

• Build and manage external customer tracking mechanisms from scratch, including Net Promoter Score (NPS), customer satisfaction survey and regular Mystery Shopper programs.
• Audit physical checkout flow and procedures to reduce order creation time and analyze traffic to measure store conversion rates.
• Design, launch, and manage end-to-end customer loyalty programs. Develop retention campaigns to increase customer lifetime value.
• Own and maintain the central customer database. Analyze purchasing behaviors and segment audiences to deploy CRM campaigns.
• Design the customer journey for online-to-offline handovers.

Skills

CLM

CRM

Retail CX

Data analysis

NPS metrics

Audience segmentation

CRM systems

Tools

CRM systems

Job description

Blibli Electronic is part of Blibli Group — a retail chain specializing in basic and essential electronic needs. We’re expanding nationwide to provide trusted, high-quality products at affordable prices, supported by excellent customer service. Here, you’ll be part of a team that helps customers find solutions for their everyday technology needs — ensuring every store visit reflects Blibli’s promise of quality, care, and reliability.

As Customer Experience Specialist you’ll be overviewing the customer’s end-to-end journey and long-term relationship with our brand. This role is responsible for auditing the physical and digital (O2O) store experience, while actively managing our customer database to drive repeat business. You will design and execute Customer Loyalty Management (CLM) programs, transforming one-time walk-in buyers into high-value, retained brand advocates.

What You Will Working On

• Build and manage external customer tracking mechanisms from scratch, including Net Promoter Score (NPS), customer satisfaction survey and regular Mystery Shopper programs.
• Audit physical checkout flow and procedures to reduce order creation time and analyze traffic to accurately measure store conversion rates.
• Design, launch, and manage end-to-end customer loyalty programs. Develop strategic retention campaigns to increase customer lifetime value.
• Own and maintain the central customer database. Analyze purchasing behaviors and segment audiences to deploy CRM campaigns.
• Design the customer journey for online-to-offline handovers.

Qualifications

• Minimum 2+ years of experience in Customer Loyalty Management (CLM), CRM, Retail Customer Experience, or Trade Marketing.
• Proven track record of managing customer databases, segmenting audiences, and designing successful retention/loyalty programs.
• Strong analytical skills to interpret foot-traffic data, NPS metrics, and customer purchasing behaviors.
• Experience mapping physical store customer journeys and designing standard operating procedures (SOPs) for customer touchpoints.

Why You’ll Love Working Here

We believe growth happens when people are empowered to learn, improve, and contribute with confidence. At Blibli, you’ll work with collaborative teams, supportive leaders, and meaningful challenges that help you grow professionally while supporting a larger transformation journey. This is your opportunity to build expertise, make an impact, and continue growth — transforming together.

• this position will start as 6 months contract period for a full-time position