Customer Relationship Management Specialist (Retail)

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

Job summary

A leading luxury jewelry group in Jakarta is seeking a CRM Specialist to enhance customer relationships and improve experiences across all touchpoints. This role involves developing CRM processes, analyzing customer journeys, and enhancing engagement through data-driven insights. The ideal candidate has a bachelor's degree and relevant experience in retail CRM roles. Strong analytical and communication skills are essential. A collaborative spirit is needed to work with various teams and elevate the customer experience.

Qualifications

• Bachelor's degree in any major required.
• Experience in CRM, customer journey, or customer engagement is essential.
• Strong analytical skills to translate data into insights.

Responsibilities

• Analyze and develop end-to-end CRM business processes.
• Identify gaps and pain points in the customer journey.
• Design and implement efficient CRM workflows.
• Collaborate with various teams to improve CRM processes.
• Monitor CRM processes and optimize them based on feedback.

Skills

CRM platform experience (Salesforce, Qontak)

Analytical skills

Communication

Stakeholder management

Detail-oriented

Project management

Education

Bachelor's degree in any major

Job description

Customer Relationship Management Specialist (Retail)

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.

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

Retail & Consumer Products 1,001-5,000 employees

About Central Mega Kencana

Central Mega Kencana has established its presence in the world of luxury as the biggest retail jewelry company in South East Asia. The corporate history can be stretched back to the late 1970s, during which we took our first step into the realm of diamond. Later, we added more distinctive collections of various gems as the company built more shining reputation in the luxury jewelry market. Now, under the umbrella of Central Mega Kencana, we cater our customers from middle to high-end segments with more varieties of gem and jewelry products, all respectively channeled through the company’s subsidiaries – Mondial Jeweler, Miss Mondial, Frank & Co., and The Palace.