Senior CRM Executive – Luxury Retail & Clienteling

Zalora; Kuningan; On-site; IDR 350,000,000 - 700,000,000; Full time

Job summary

Zalora in Jakarta is seeking a Senior CRM Executive to lead customer relationship management, clienteling, and data-driven marketing across a luxury brand portfolio. You will transform customer data into actionable insights and personalized campaigns, collaborating with Marketing, Store Managers, and Training teams to boost retention and lifetime value.

The role requires deep CRM and analytics expertise, a strong understanding of luxury consumers, and fluency in English for global brand

Qualifications

• Bachelor's degree in Business, Marketing, Data Analytics, Statistics, Information Systems, or related discipline.
• Minimum 5–8 years of progressive experience in CRM, BI, Data Analysis, Clienteling, or Customer Experience.
• Experience within luxury retail, premium fashion, or other premium consumer-facing industries is strongly preferred.
• Proven experience in customer segmentation, CLV analysis, profiling, and personalized clienteling strategies.
• Strong understanding of luxury consumers, HNWI purchasing behavior, and multi-channel retail dynamics in Indonesia.
• Advanced Microsoft Excel skills and familiarity with automated email and SMS marketing platforms.
• Strong analytical thinking and ability to translate complex customer data into clear commercial recommendations.
• Excellent project management and cross-functional coordination across Marketing, Retail, Training, and Store Ops teams.
• Strong communication and stakeholder management skills for working with corporate and frontline teams.
• Excellent written and spoken English for global brand reporting and regional stakeholder collaboration.
• Highly detail-oriented, commercially minded, and customer-centric.

Responsibilities

• Develop and execute CRM strategies focused on customer acquisition, retention, reactivation, and long-term 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 (welcome, post-purchase, abandoned cart, win-back, VIP retention).
• Develop 1:1 clienteling strategies to acquire, develop, and reactivate HNWI and high-value portfolios.
• Collaborate with Store Managers, Sales Associates, and Training teams to strengthen clienteling capabilities.
• Monitor CRM adoption across stores and establish store-level KPIs to support sales performance.
• Develop customer segmentation models and analyze purchasing behavior across profiles, categories, stores, and channels.
• Analyze data to identify opportunities for retention, cross-selling, upselling, and lifetime value growth.
• Prepare CRM and BI reports for Marketing and Retail leadership; translate data into actionable recommendations.
• Lead improvements to CRM and clienteling operating models and tools; enhance end-to-end journey.
• Develop data-driven training initiatives and best practices to foster a client-centric culture.

Skills

CRM strategy

Data analytics

Clienteling

Email marketing

SMS marketing

Stakeholder management

Project management

English communication

Retail luxury

Education

Bachelor's degree

Tools

Excel

Power BI

SQL

Job description

Zalora in Jakarta is seeking a Senior CRM Executive to lead customer relationship management, clienteling, and data-driven marketing across a luxury brand portfolio. You will transform customer data into actionable insights and personalized campaigns, collaborating with Marketing, Store Managers, and Training teams to boost retention and lifetime value.

The role requires deep CRM and analytics expertise, a strong understanding of luxury consumers, and fluency in English for global brand