Senior CRM Executive (Luxury Retail & Clienteling)

PT Talenta Eksekutif Asia (Matcha Talent); Jakarta Pusat; On-site; IDR 300,000,000 - 540,000,000; Full time

Job summary

PT Talenta Eksekutif Asia (Matcha Talent) seeks a Senior CRM Executive for a luxury retail client portfolio. You will lead CRM, clienteling, and data-driven marketing across Longchamp and Bally stores in Indonesia, transforming transactional data into actionable insights and high-converting campaigns.

Reporting to Marketing Leadership, you will drive the end-to-end customer experience, align calendars with brand promotions, and collaborate with store managers to embed clienteling at frontline

Qualifications

• Bachelor's degree in Business, Marketing, Data Analytics, Statistics, Information Systems, or a related discipline.

Responsibilities

• Plan, schedule, and execute high-converting email and SMS marketing calendars aligned with luxury brand promotions, product launches, and seasonal events.
• Design, build, and optimize essential and automated customer marketing flows (Welcome Series, Abandoned Cart, Post-Purchase, Win-back, VIP Retention).
• 1:1 Clienteling & Retail Enablement: develop and implement 1:1 client development strategies for HNWI portfolios.
• Collaborate with Retail Store Managers and Training teams to embed clienteling capabilities at frontline boutique level.
• Monitor clienteling adoption, establish store CRM KPIs, and share best practices to boost store target achievements.
• Develop in-depth reporting and advanced customer segmentation to track buying behavior across profiles, product lines, and store channels.
• Provide ad-hoc reporting to Marketing and Retail teams to support context-driven sales strategies and inventory alignment.
• Lead CRM and Clienteling tools transformation to elevate the end-to-end luxury customer journey.
• Build a client-centric culture through data-driven reporting, training programs, and performance incentives.

Skills

CRM software

Data analytics

Excel advanced

Segmentation

Clienteling

BI tools

Project management

English proficiency

Education

Bachelor's Degree in Business or Marketing

Tools

CRM platforms

Data visualization tools

Excel

Email/SMS marketing tools

Job description

Senior CRM Executive (Luxury Retail & Clienteling)

Our client is a well-established and leading luxury retail operator in Indonesia, representing world-renowned and premium fashion and lifestyle brands including Longchamp and Bally. The company’s history with Bally began in 1988, starting operations in Plaza Indonesia, followed by expansion to Plaza Senayan, and later adding boutiques in Surabaya and other major malls.

Since 2002, it also took on Longchamp, growing that brand’s footprint to multiple boutiques across major malls in Jakarta and Surabaya. With stores located in prestigious shopping destinations, it brings international retail excellence to Indonesia’s growing luxury market, and is dedicated to delivering an exceptional shopping experience by combining exclusive product offerings, premium store environments, and professional customer service.

Product offerings include:

Luxury leather goods: handbags, wallets, travel goods.

Luxury accessories: small leather goods, belts, small items, etc.

Some ready-to-wear or apparel and shoes in selected Longchamp stores (e.g. the Plaza Indonesia boutique featuring ready-to-wear & shoes).

Job Role:

As part of their continued retail transformation, the company is seeking an experienced Senior CRM Executive to spearhead customer retention, data analytics, digital direct marketing, and 1-on-1 clienteling initiatives across their luxury retail portfolio (primarily Longchamp).

Reporting to Marketing Leadership, you will drive the end-to-end Customer Experience (CX) and Clienteling strategy, transforming transactional data into actionable business recommendations and high-converting marketing campaigns. You will bridge data analytics with frontline boutique execution, partnering closely with Store Managers and Sales Associates to embed a client-centric mindset, elevate high-net-worth client retention, and drive repeat store sales.

Key Responsibilities:

Plan, schedule, and execute high-converting email and SMS marketing calendars aligned with luxury brand promotions, product launches, and seasonal boutique events.

Design, build, and optimize essential and automated customer marketing flows (e.g., Welcome Series, Abandoned Cart, Post-Purchase, Win-back, and VIP Retention).

1:1 Clienteling & Retail Enablement:

Formulate and implement 1:1 client development strategies to acquire, develop, and reactivate High-Net-Worth Individual (HNWI) client portfolios.

Collaborate with Retail Store Managers and Training teams to embed clienteling capabilities, tools, and usage at the frontline boutique level.

Monitor clienteling adoption, establish store-level CRM KPIs, and share best practices to boost store target achievements.

Develop in-depth reporting and perform advanced customer segmentation analysis to track buying behavior across profiles, product lines, and store channels.

Provide ad-hoc reporting and synthesis to Marketing and Retail teams to support context-driven sales strategies and inventory alignment.

Customer Experience (CX) Transformation:

Lead operating model enhancements for CRM and Clienteling tools to elevate the end-to-end luxury customer journey.

Build a strong client-centric culture across retail teams through data-driven reporting, training programs, and performance incentives.

Candidate Requirements:

Education: Bachelor's Degree in Business, Marketing, Data Analytics, Statistics, Information Systems, or a related discipline.

Experience:

Minimum 5–8 years of progressive experience in CRM, Business Intelligence, Data Analysis, or Clienteling within luxury or premium fashion retail.

Proven track record in customer segmentation, CLV (Customer Lifetime Value) modeling, and 1:1 clienteling execution in a luxury retail environment.

Deep understanding of luxury consumers, HNWI purchasing behavior, and multi-channel retail dynamics in Indonesia.

Technical & Analytical Skills:

Strong proficiency in CRM software platforms, database management, and data visualization tools.

Advanced Excel skills and familiarity with automated email and/or SMS marketing tools.

Professional Skills: Analytical synthesis, cross-departmental coordination (Marketing, Retail, Training), and strong project management capabilities.

Language Skills: Excellent command of written and spoken English for global brand reporting and regional team collaboration.

Basic Information:

Location: Jakarta Pusat

Industry: Retail – Luxury Fashion & Accessories

Business Line: Multi-Brand Luxury Retail & Lifestyle Ecosystem (representing Longchamp and Bally)

Function: Customer Relationship Management (CRM), Clienteling & Business Intelligence

Level: Senior Executive

Department: Marketing

Reporting Line: Head of Retail

Working Arrangement: On-site

Working Hours: 5 days per week (Monday to Friday, from 09:00 - 17:00)