CX Executive

PT HM Sampoerna Tbk.; Jakarta Pusat; On-site; IDR 180,000,000 - 260,000,000; Full time

Job summary

PMI in Jakarta is seeking a Consumer Experience professional to shape and deliver engaging experiences across digital and physical touchpoints. You will design journeys from awareness to retention, tailoring interactions to key audiences to drive meaningful engagement.

Ideal candidates bring 2+ years in consumer experience, strong storytelling and collaboration skills, and fluency in English and Indonesian. This role focuses on data-informed decision making and cross-functional partnership.

Qualifications

• 2+ years of experience in consumer experience or related field.
• Strong communication skills in English and Indonesian.
• Proven ability to collaborate cross-functionally and think strategically.

Responsibilities

• Design consumer experiences to drive scalable engagement across the journey.
• Tailor every consumer interaction across channels to target audiences.
• Define consumer experience strategies, objectives and KPIs.
• Embed consumer data (behaviors, needs, trends) into experience strategies.
• Develop fit-for-purpose product, brand and service experiences for journey stages.
• Leverage latest technology to deliver a seamless omnichannel experience.
• Regularly measure delivery with KPIs and identify gaps to optimize.

Skills

Consumer experience design

Omnichannel

KPIs / analytics

Communication (English & Bahasa)

Strategic collaboration

Education

Marketing/Management or related degree

Tools

CRM tools

Excel

Job description

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible. We’re building our future on one clear purpose – to deliver a smoke-free future.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

Sales and Marketing at PMI feels like building a new business – but with the accumulated expertise of a global brand behind you. Bring us your curiosity and capacity to engage people and you can be part of the digital, onmi-channel team that’s driving our huge commercial transformation.

If you’re a forecaster and forward-thinker, you can make a huge impact, creating sales strategies across all markets. But, here, your innovation will do more than just improving sales. You’re not persuading someone to savings account or try a new drinks brand.

Your ‘day To Day’

• Responsible for designing consumer experiences to drive meaningful & scalable engagement across the consumer journey, from awareness, to quality acquisition, and retention.
• Ensures every consumer interaction, across all channels and touchpoints, is tailored to key target audiences and translates into a seamless, relevant and exceptional consumer engagement
• Develops and defines consumer experience strategies, objectives and experience design principles, including the measurements (KPIs) to drive consumers along the journey.
• Ensures consumer data (behaviors, needs, trends, consumer feedback loops etc.) is imbedded in the consumer experience strategies and experience design
• Develops fit for purpose product, brand and service experiences, journeys and tools for different journey stages (awareness, acquisition, conversion, retention) and per channel/TP to drive integrated omnichannel consumer engagement for best in class experience delivery against business objectives
• Leverages the latest technology, capabilities and techniques to deliver a leading-edge, frictionless and seamless consumer experience across TP/channels.
• Regularly measures and reviews the experience delivery through relevant KPIs, research and trackers and highlights experience gaps or opportunities to further enhance and optimize as required.

Who We’re Looking For

• Academic Background: preferable Marketing/Management, Economics/Finance or Computer Science/Statistics/Math/Engineering
• Minimum 2 years of related experience in Consumer Experience
• Excellent communication and Presentation skill, both in Bahasa and English
• Proven experience in collaboration and strategic thinking