Jakarta Luxury CRM Lead & Clienteling

MatchaTalent; Tangerang; On-site; IDR 350,000,000 - 650,000,000; Full time

Job summary

MatchaTalent is seeking a Senior CRM Executive for a luxury retail client in Jakarta. You will lead CRM, clienteling, analytics and direct marketing across the luxury portfolio, turning data into actionable insights and personalised campaigns.

You will collaborate with Marketing, Store Managers and Training teams to strengthen clienteling, retention and high-value customer development, elevating the premium customer experience.

Qualifications

• Bachelor's degree in Business, Marketing, Data Analytics, or related field.
• 5–8 years of progressive CRM, BI, data analysis, or clienteling experience.
• Experience in luxury retail or premium consumer brands is preferred.

Responsibilities

• Develop and execute CRM strategies focused on customer acquisition, retention, reactivation, and long-term customer value.
• Plan and manage email and SMS marketing calendars aligned with product launches, seasonal campaigns, promotions, and boutique events.
• Design, implement, and optimize automated customer journeys, including welcome, post-purchase, abandoned cart, win-back, and VIP retention programs.
• Develop 1:1 clienteling strategies to acquire, develop, and reactivate HNWI and high-value customer portfolios.
• Partner with Store Managers, Sales Associates, and Training teams to strengthen clienteling capabilities and embed CRM practices at boutique level.
• Monitor CRM and clienteling adoption across stores and establish relevant store-level KPIs to support sales performance.
• Develop customer segmentation models and analyze purchasing behavior across customer profiles, product categories, stores, and sales channels.
• Analyze customer data to identify opportunities for retention, cross-selling, upselling, reactivation, and customer lifetime value growth.
• Prepare regular and ad-hoc CRM, customer analytics, and business intelligence reports for Marketing and Retail leadership.
• Translate customer data and analytical findings into practical recommendations for sales strategies, campaign planning, and inventory alignment.
• Lead improvements to CRM and clienteling operating models and tools to enhance the end-to-end luxury customer journey.
• Develop data-driven training initiatives, best practices, and performance programs to strengthen a client-centric culture across retail teams.
• Collaborate with cross-functional stakeholders to ensure CRM initiatives are effectively implemented and aligned with commercial objectives.

Skills

CRM platforms

Data analytics

Clienteling

Customer segmentation

Loyalty programs

Email marketing

Excel

Stakeholder management

BI tools

Education

Bachelor's Degree in Business

Tools

Power BI

Tableau

CRM databases

MS Excel

Job description

MatchaTalent is seeking a Senior CRM Executive for a luxury retail client in Jakarta. You will lead CRM, clienteling, analytics and direct marketing across the luxury portfolio, turning data into actionable insights and personalised campaigns.

You will collaborate with Marketing, Store Managers and Training teams to strengthen clienteling, retention and high-value customer development, elevating the premium customer experience.