Customer Lifecycle Manager (Onboarding)

Home Credit Indonesia; Jakarta Pusat; On-site; IDR 600,000,000 - 900,000,000; Full time

Job summary

Home Credit Indonesia is seeking a senior professional to identify and implement customer lifecycle and engagement initiatives aimed at maximizing customer lifetime value and satisfaction. The role involves designing lifecycle campaigns across onboarding, activation, cross/up-sell, retention, and reactivation, with cross-functional collaboration across Product, Sales, Marketing, and IT.

The candidate should have 7+ years in CRM or lifecycle management, preferably with experience in fintech or

Qualifications

• 7+ years in customer lifecycle management, CRM, or related field.
• Experience designing and executing lifecycle campaigns (onboarding, activation, usage, cross-sell/up-sell, retention).
• Experience in financial services, lending, fintech, or consumer credit industries preferred.

Responsibilities

• Identify and implement lifecycle, engagement, and journey improvements to maximize CLV and customer satisfaction.
• Develop and execute onboarding, activation, cross/up-sell, retention, and reactivation campaigns.
• Prepare business cases, funnel analyses, and performance reviews to support optimization.
• Provide recommendations on communications and engagement strategies to improve campaign effectiveness.
• Collaborate with Product, Sales, Marketing, Digital, and other stakeholders across channels.

Skills

Lifecycle management

CRM platforms

Campaign management

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Campaign Manager tools

Job description

1. Identify and implement customer lifecycle, engagement, and customer journey improvement initiatives to maximize customer lifetime value and customer satisfaction.

2. Develop and execute lifecycle campaigns and engagement strategies across onboarding, activation, cross/up-sell, retention, and reactivation stages.

3. Prepare business cases, customer funnel analysis, and performance evaluation to support lifecycle initiatives and optimization activities.

4. Provide recommendations on customer communication, engagement strategies, and marketing initiatives to improve campaign and customer experience effectiveness.

5. Identify best practices and continuous improvement opportunities to enhance customer lifecycle management and engagement effectiveness.

6. 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