Customer Relationship Management Specialist

PT. Central Mega Kencana; Jakarta Selatan; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading luxury jewellery group in Jakarta is seeking a CRM Specialist to enhance their customer relationship strategy and improve experience across all touchpoints. The ideal candidate will have experience in the retail industry, strong analytical skills, and expertise in CRM platforms like Salesforce. This role includes analyzing CRM processes, collaborating with various teams, and optimizing customer interactions.

Qualifications

• Bachelor’s degree in any major.
• Relevant experience in the retail industry, particularly in CRM or customer engagement.
• Strong experience with CRM platforms.

Responsibilities

• Analyze and develop end-to-end CRM business processes.
• Identify process gaps and improvement opportunities in the customer journey.
• Collaborate with cross-functional teams to implement enhancements.

Skills

CRM platforms experience

Analytical skills

Communication abilities

Attention to detail

Education

Bachelor's degree

Tools

Salesforce

Qontak

Job description

PT. Central Mega Kencana (CMK), Indonesia’s leading luxury jewellery group, is looking for a data-driven and process-oriented CRM Specialist to strengthen our customer relationship strategy and improve customer experience across all touchpoints. This role focuses on CRM operations, business processes, and cross-functional collaboration.

🔧 Key Responsibilities

• Analyze, map, and develop end-to-end CRM business processes, including customer onboarding, retention, loyalty, and after-sales.
• Identify process gaps, customer pain points, and improvement opportunities across the customer journey.
• Design efficient CRM workflows to support store operations, customer care, loyalty programs, and marketing automation.
• Ensure CRM processes comply with SOPs and integrate smoothly with supporting systems (POS, ERP, Customer Care platforms, etc.).
• Collaborate with Operations, IT, Customer Care, and Marketing teams to implement new processes or enhancements.
• Monitor, evaluate, and optimize CRM business processes based on performance data and internal feedback.
• Conduct UAT (User Acceptance Testing) for new CRM features, modules, and process updates.
• Maintain clear and updated documentation (SOPs, workflows, business requirements) for all CRM processes.
• Provide data-driven insights and recommendations to improve process efficiency and customer experience.
• Manage and optimize CRM strategies to drive engagement, retention, and customer lifetime value.

Requirements

• Bachelor’s degree in any major.
• Has relevant experience in a similar role within the retail industry, particularly in CRM, customer journey, business process, or customer engagement.
• Strong experience with CRM platforms (Salesforce, Qontak, etc)
• Solid analytical skills with the ability to translate data into meaningful insights.
• Excellent communication, coordination, and stakeholder management abilities.
• Detail-oriented, organized, and able to manage multiple projects.
• Placement: Synthesis Square, South Jakarta