Customer Relationship Management (CRM) - Surabaya

Brink's Indonesia; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 133,920,000 - 245,520,000; Full time

Job summary

Brink's Indonesia is seeking a CRM Manager to lead data-driven customer insights and drive lifecycle initiatives. You will collaborate with Sales, Operations, and Marketing to design programs that retain customers, attract new ones, and improve satisfaction.

You will oversee multi-channel CRM communications and measure program effectiveness. The role requires strong analytics, 3+ years in a fast-paced environment, and proficiency in Google Analytics, HTML/CSS, SQL, and CRM tools.

Qualifications

• Bachelor's degree is required.
• Minimum 3 years of related experience in a fast-paced environment.
• Ability to understand and manage quantitative business metrics; experience reporting to senior management.
• Strong background in re-engagement and customer acquisition strategies.
• Proficient with MS Office, Google Analytics, HTML, CSS, SQL, and CRM programs.
• Thorough, good communicator, team player.
• Able to follow marketing trends and understand market conditions.

Responsibilities

• Manage and ensure the customer database is up to date.
• Analyze customer data to understand behavior, preferences and needs.
• Discuss results with sales/operations/marketing to design programs to increase retention, acquire customers and raise satisfaction.
• Monitor and maximize customer lifetime value strategies for profitability.
• Oversee CRM team communications with consumers across channels (email, phone, social, online).
• Monitor and evaluate customer experience; discuss results with TiOM Operations.
• Develop a CRM strategy and implement it effectively.
• Measure and propose improvements to the CRM strategy.

Skills

Communication skills

Collaboration

Organization

Initiative

Quantitative analytics

Metrics reporting

Re-engagement strategies

Education

Bachelor's degree in Management

Tools

Google Analytics

HTML

CSS

SQL

MS Office

CRM software

Job description

Job description

• Manage and ensure the customer database is always up to date.
• Analyze customer data to understand customer behavior, preferences and needs.
• Discuss the results of customer data analysis with the sales/operations team and marketing team to design programs and initiatives that can increase customer retention, acquire new customers and increase overall customer satisfaction.
• Monitor and maximize customer lifetime value strategies to obtain maximum profitability.
• Monitoring the CRM team's communication with consumers (the CRM team communicates with patients using various communication channels such as email, telephone, social media and other online platforms).
• Monitoring and evaluating customer experience. The results are discussed with TiOM Operations.
• Develop an effective CRM strategy.
• Measuring the effectiveness of the CRM strategy that has been implemented, analyzing/evaluating and preparing improvements to the CRM strategy.

Qualifications:

• Minimum education: S1 Management Etc
• Excellent communication and collaboration skills, well-organized, disciplined, and high initiative.
• At least 3 years of experience in related fields in a fast-paced or high-growth environment.
• Ability to understand and manage quantitative business metrics; experience with reporting on metrics to senior management.
• Has a strong background in re-engagement customer acquisition strategies.
• Able to master MS Office, Programs (Google Analytics, HTML, CSS, SQL), and CRM Programs.
• Thorough, has good communication skills, and is able to work in a team.
• Can follow marketing trends and understand the current market situation.