Senior CRM & Clienteling Lead - Luxury Retail

MatchaTalent; Tangerang; On-site; IDR 200,880,000 - 334,800,000; Full time

Job summary

MatchaTalent is seeking a Senior CRM Executive to lead customer relationship management, clienteling, analytics, and direct marketing for its luxury retail portfolio in Indonesia. You will transform transactional data into insights, drive targeted campaigns, and develop personalized client development strategies.

You will collaborate with Marketing, Store Managers and Training teams to strengthen clienteling, retention, and the luxury customer experience across boutiques and channels.

Qualifications

• Bachelor's degree in business, marketing, data analytics or related field.
• 5–8 years in CRM, BI, data analysis, clienteling or CX.
• Experience in luxury retail or premium consumer sectors preferred.
• Strong segmentation, CLV analysis and personalized clienteling skills.
• Deep understanding of luxury consumers and multi‑channel retail dynamics in Indonesia.
• Proficient CRM platforms, databases, and BI tools.
• Advanced Excel and familiarity with automation in email/SMS marketing.
• Able to translate data into clear business recommendations.
• Excellent project management and cross‐functional collaboration.

Responsibilities

• Develop and execute CRM strategies to grow acquisition, retention and value.
• Plan email/SMS calendars for product launches and campaigns.
• Design automated customer journeys like welcome, post‑purchase, win‑back and VIP programs.
• Lead 1:1 clienteling for HNWI high-value portfolios.
• Collaborate with Store Managers and Marketing to embed CRM in boutiques.
• Monitor CRM adoption and define store KPIs to drive sales performance.
• Create customer segmentation and analyze purchasing behavior across channels.
• Prepare CRM and BI reports for Marketing and Retail leadership.
• Translate analytics into practical sales and inventory guidance.
• Improve CRM tools and operating models across the retail network.
• Develop data-driven training and best practices for client-centric culture.

Skills

CRM

Data Analytics

Clienteling

Communication

Stakeholder Mgmt

Project Mgmt

Excel

English Proficiency

Education

Bachelor's Degree in Business/Marketing/Data Analytics/Information Systems

Tools

CRM platforms

BI tools

Data visualization tools

Excel advanced

Job description

MatchaTalent is seeking a Senior CRM Executive to lead customer relationship management, clienteling, analytics, and direct marketing for its luxury retail portfolio in Indonesia. You will transform transactional data into insights, drive targeted campaigns, and develop personalized client development strategies.

You will collaborate with Marketing, Store Managers and Training teams to strengthen clienteling, retention, and the luxury customer experience across boutiques and channels.