CUSTOMER RELATIONSHIP MANAGEMENT

PT J & S International; Jakarta Selatan; On-site; IDR 1,200,000,000 - 2,400,000,000; Full time

Job summary

Luxury Asia Living Group seeks a CRM and telemarketing specialist to enhance customer engagement across channels in Indonesia. You will lead CRM strategy, manage outbound campaigns, and train staff while analyzing data to boost retention and conversion.

Collaboration with sales and marketing is essential to align objectives and maximize impact. The role requires accuracy, regulatory compliance, and creative, localized CRM programs for luxury interiors and furnishings brands, supporting a premium

Qualifications

• 5+ years of experience in CRM, retention management or related roles.
• Strong CRM strategy development and implementation background.
• Proficient with CRM tools and analytics platforms (email marketing, automation).
• Creative, culturally aware, and able to localize CRM strategies.

Responsibilities

• Oversee telemarketing operations to drive sales and customer engagement.
• Implement and manage CRM strategies.
• Ensure effective communication with customers through telemarketing initiatives.
• Develop telemarketing strategies aligned with sales goals.
• Initiate outbound calls to prospective customers and inform about products/prices.
• Train telemarketing staff on scripts and CRM integration.
• Monitor performance and improve conversion rates and customer satisfaction.
• Analyze telemarketing data to identify trends and improvements.

Skills

CRM strategy

CRM analytics

Email marketing

Collaboration

Data accuracy

Omnichannel

Retention management

Job description

At least 5+ years of experience in customer relationship / retention management (CRM), or relevant function such as growth marketing, customer experience or product.

A strong background in CRM strategy development and implementation.

Proficiency in CRM tools and analytics platforms, such as email marketing and CRM automation tools.

Creative and cultural awareness to develop effective, localized CRM strategies.

Excellent analytical skills with the ability to interpret and utilize complex data sets.

Strong collaboration skills for effective teamwork across departments.

A commitment to maintaining data accuracy and adhering to regulations.

Innovative thinking to identify and implement new CRM opportunities.

Familiar with System Omnichannel Mekari Contact and CRM.

Overall Responsibilities:

• Oversee telemarketing operations to drive sales and customer engagement.
• Implement and manage Customer Relationship Management (CRM) strategies.
• Ensure effective communication with potential and existing customers through telemarketing initiatives.

Specific Duties:

1. Telemarketing Strategy:

• Develop and implement telemarketing strategies aligned with sales goals.
• Conduct market research to identify potential customer segments.

2. Outbound Calling:

• Initiate outbound calls to prospective customers to promote products or services.
• Provide information about product features, prices, and benefits.

3. Customer Relationship Management (CRM):

• Implement and manage CRM systems to streamline customer interactions.
• Ensure accurate and up-to-date customer information in the CRM database.
• Generate leads through telemarketing efforts and qualify them for sales.
• Collaborate with the sales team to transfer qualified leads.

5. Customer Retention:

• Develop strategies for customer retention through telemarketing initiatives.
• Gather customer feedback to enhance products and services.

6. Script Development:

• Create effective telemarketing scripts for various products and services.
• Train telemarketing staff on script implementation.

7. Performance Monitoring:

• Monitor telemarketing staff performance and provide regular feedback.
• Implement measures to improve conversion rates and customer satisfaction.
• Collaborate with the sales team to support sales efforts through telemarketing.
• Provide necessary information to facilitate the sales process.

9. Data Analysis:

• Analyze telemarketing data to identify trends and areas for improvement.
• Generate reports on telemarketing performance.

10. Customer Communication:

• Manage customer communication through telemarketing channels.
• Address customer inquiries and concerns promptly.

11. CRM Training:

• Train staff on the effective use of CRM tools and systems.
• Ensure a smooth integration of telemarketing and CRM strategies.

12. Compliance:

• Ensure telemarketing practices comply with relevant regulations.

About Us:

Orchestrates a masterpiece where architecture and interior design meet craftsmanship.

Luxury Asia Living Group is a leading authority in the world of luxury interior design and furnishings, representing renowned European brands like Gamma, Lago, Bonaldo, and Lamborghini, alongside our legacy brands Casa Italia, Polflex Office, Homelogy, Melba, and Masterpiece. Since 1995, we have delivered unparalleled quality and design innovation to homes, offices, and hospitality projects across the globe. Our commitment to elegance, functionality, and exclusivity defines our expansive portfolio and bespoke services, making us a trusted partner for professionals and discerning clients alike.

About Us:

Orchestrates a masterpiece where architecture and interior design meet craftsmanship.

Luxury Asia Living Group is a leading authority in the world of luxury interior design and furnishings, representing renowned European brands like Gamma, Lago, Bonaldo, and Lamborghini, alongside our legacy brands Casa Italia, Polflex Office, Homelogy, Melba, and Masterpiece. Since 1995, we have delivered unparalleled quality and design innovation to homes, offices, and hospitality projects across the globe. Our commitment to elegance, functionality, and exclusivity defines our expansive portfolio and bespoke services, making us a trusted partner for professionals and discerning clients alike.