Customer Lifecycle Management Manager

Home Credit Indonesia; Jakarta Pusat; On-site; IDR 350,000,000 - 550,000,000; Full time

Job summary

Home Credit Indonesia is seeking a senior for customer lifecycle management to lead lifecycle initiatives, optimize engagement, and enhance customer satisfaction in a data-driven fintech environment.

The role focuses on onboarding, activation, cross-sell/up-sell, retention, and reactivation campaigns, collaborating with Product, Marketing, Sales, IT, and other teams to drive CLV improvements.

Qualifications

• Bachelor's degree in any major.
• 7+ years of experience in customer lifecycle management, CRM, or related field.
• Experience in designing and executing lifecycle campaigns (onboarding, activation, usage, cross-sell/up-sell, retention).
• Experience in financial services, lending, fintech, or consumer credit industries is preferred.
• Strong understanding of customer lifecycle frameworks and CLV optimization.
• Ability to identify process gaps and campaign improvement opportunities.
• Experience with CRM and campaign management platforms.

Responsibilities

• Identify and implement customer lifecycle, engagement, and customer journey improvement initiatives to maximize customer lifetime value and customer satisfaction.
• Develop and execute lifecycle campaigns and engagement strategies across onboarding, activation, cross/up-sell, retention, and reactivation stages.
• Prepare business cases, customer funnel analysis, and performance evaluation to support lifecycle initiatives and optimization activities.
• Provide recommendations on customer communication, engagement strategies, and marketing initiatives to improve campaign and customer experience effectiveness.
• Identify best practices and continuous improvement opportunities to enhance customer lifecycle management and engagement effectiveness.
• Collaborate with Product, Sales, Marketing, Digital, and other stakeholders to improve customer lifecycle and engagement performance across channels.

Skills

Lifecycle management

CRM

Campaign design

Stakeholder collaboration

Data-driven decision making

Education

Bachelor's degree

Tools

CRM platforms

Job description

• Identify and implement customer lifecycle, engagement, and customer journey improvement initiatives to maximize customer lifetime value and customer satisfaction.
• Develop and execute lifecycle campaigns and engagement strategies across onboarding, activation, cross/up-sell, retention, and reactivation stages.
• Prepare business cases, customer funnel analysis, and performance evaluation to support lifecycle initiatives and optimization activities.
• Provide recommendations on customer communication, engagement strategies, and marketing initiatives to improve campaign and customer experience effectiveness.
• Identify best practices and continuous improvement opportunities to enhance customer lifecycle management and engagement effectiveness.
• Collaborate with Product, Sales, Marketing, Digital, and other stakeholders to improve customer lifecycle and engagement performance across channels.

Requirements

• Bachelor's Degree in any major
• 7+ years of experience in customer lifecycle management, CRM, or related field.
• Experience in designing and executing lifecycle campaigns (onboarding, activation, usage, cross-sell/up-sell, retention)
• Experience in financial services, lending, fintech, or consumer credit industries is preferred
• Strong understanding of customer lifecycle frameworks and CLV optimization
• Ability to identify process gaps and campaign improvement opportunities
• Experience with CRM and campaign management platforms
• Experience in cross-functional collaboration (Product, Marketing, Sales, IT, others)
• Comfortable working in a fast-paced, data-driven environment