Customer Experience Specialist

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

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