Customer Experience Specialist

Global Elektronik Mitaprana; Kemayoran; On-site; IDR 100,440,000 - 167,400,000; Full time

Job summary

Blibli Electronic is seeking a Customer Experience Specialist to oversee the end-to-end customer journey and foster long-term relationships with the brand.

You will audit the O2O store experience, manage customer data, and design loyalty programs to convert walk-ins into loyal advocates.

Qualifications

• 2+ years in CLM, CRM, or retail customer experience.
• Experience in building loyalty programs and customer retention.
• Strong analytical skills for NPS and footfall data.

Responsibilities

• Build and manage external customer tracking mechanisms (NPS, surveys, Mystery Shopper).
• Audit physical and digital checkout to improve flow and conversion.
• Design, launch and manage end-to-end loyalty programs to boost lifetime value.
• Own and analyze the central customer database for CRM campaigns.
• Map the customer journey for online-to-offline handovers.

Skills

CLM

CRM

Retail CX

Data analysis

Tools

CRM software

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