Customer Relationship Management (CRM) Analyst

PT Astra Digital Arta(AstraPay); Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading financial services company in Jakarta seeks a CRM Analyst to manage customer data and optimize loyalty programs. Responsibilities include developing insights from data, overseeing the CRM system, and designing marketing campaigns. Candidates should have a Bachelor's degree in a relevant field and experience in CRM software. The company offers a dynamic environment to enhance customer engagement and retention.

Qualifications

• Proven experience as a CRM Analyst or similar role.
• Experience with CRM software and data analysis tools.
• Strong attention to detail and organizational skills.

Responsibilities

• Develop and maintain dashboards and reports for customer metrics.
• Oversee the implementation of the CRM system.
• Manage and optimize customer loyalty programs.

Skills

Analytical skills

Proficiency in data analysis

Excellent communication skills

Attention to detail

Content creation skills

Education

Bachelor's degree in Marketing, Business, Data Analytics, or related field

Tools

MoEngage

CleverTap

Salesforce

SQL

Excel

Tableau

Job description

Data Analysis

• Collect, analyze, and interpret customer data from various sources to provide insights and recommendations.
• Develop and maintain dashboards and reports to track key metrics related to customer acquisition, retention, and engagement.

CRM System Management

• Oversee the implementation and maintenance of the CRM system, ensuring data integrity and accuracy.
• Collaborate with IT and other departments to ensure the CRM system meets business needs.

Customer Segmentation

• Develop and implement customer segmentation strategies to target specific customer groups effectively.
• Create and maintain customer profiles and personas to support targeted marketing efforts.

Campaign Management

• Work with marketing teams to design, execute, and evaluate CRM campaigns.
• Track campaign performance and make data‑driven recommendations for improvement.
• Execute loyalty program campaigns, including points and voucher distribution.

Customer Loyalty Management

• Manage and optimize customer loyalty programs, including the administration of points and vouchers.
• Analyze loyalty program data to provide insights and recommendations for enhancing customer loyalty.
• Monitor and report on the effectiveness of loyalty initiatives and campaigns.

Cross‑Sell And Up‑Sell Activities

• Identify opportunities for cross‑selling and up‑selling products and services to existing customers.
• Develop and implement strategies to increase cross‑sell and up‑sell rates.

Lead Generation

• Generate and qualify leads through various channels.
• Collaborate with sales and marketing teams to nurture leads and convert them into customers.

Content Creation

• Create engaging content for email campaigns, push notifications, and other communication channels.
• Design visually appealing materials for campaigns (preferred).

Customer Insights

• Conduct surveys, focus groups, and other research methods to gather customer feedback and insights.
• Use insights to identify trends, opportunities, and areas for improvement in the customer journey.

Reporting And Communication

• Prepare regular reports on CRM and loyalty program performance and present findings to senior management.
• Communicate effectively with stakeholders to ensure alignment on CRM and loyalty strategies and objectives.

Education

Minimum Qualifications:

• Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.

Experience

• Proven experience as a CRM Analyst or similar role, preferably in the e‑money or financial services industry.
• Experience with CRM software (e.g., MoEngage, CleverTap, Insider, Salesforce, HubSpot) and data analysis tools (e.g., SQL, Excel, Tableau).
• Experience in managing customer loyalty programs.
• Experience in cross‑sell, up‑sell, and lead generation activities.

Skills

• Strong analytical and problem‑solving skills.
• Proficiency in data analysis and visualization.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.
• Content creation skills for email and push notifications.
• Design skills (will be a plus).

Technical Skills

• Proficient in using CRM software and data analysis tools.
• Knowledge of data privacy regulations and best practices.
• Familiarity with digital marketing and customer experience strategies.

Personal Attributes

• Strong strategic thinking and planning skills.
• Ability to adapt to a fast‑paced, dynamic work environment.
• High level of integrity and commitment to customer satisfaction.

Preferred Qualifications

• Advanced degree in a related field.
• Experience in the e‑money or financial services industry.
• Certification in CRM or data analytics.