Customer Lifecycle Management Manager

Home Credit Indonesia; Jakarta Pusat; In loco; IDR 450.000.000 - 750.000.000; Tempo pieno

Descrizione del lavoro

Home Credit Indonesia is actively seeking a seasoned professional to lead lifecycle management and CRM initiatives across onboarding, activation, and retention. You will design and optimize cross-channel campaigns, analyze customer data, and drive CLV improvements through collaboration with Product, Marketing, Sales, IT, and Digital teams.

Applicants should have extensive experience in financial services or fintech, a strong grasp of lifecycle frameworks, and a proven track record of delivering

Competenze

• 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

Mansioni

• 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.

Conoscenze

Lifecycle mgmt

CRM strategy

Campaign design

Cross-functional

CLV optimization

Data-driven

Stakeholder mgmt

Formazione

Bachelor's degree

Strumenti

CRM platforms

Campaign tools

Descrizione del lavoro

• 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