Senior Executive- Crm

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

Senior CRM Executive (Luxury Bag & Shoe Brand)

The candidate required to work at Jakarta, Indonesia.

Client Overview

Our client is an established luxury retail and lifestyle group operating in Indonesia and representing internationally recognized premium fashion and accessories brands.

The company operates a portfolio of luxury boutiques across prestigious shopping destinations in Jakarta and other major Indonesian cities, offering premium leather goods, accessories, selected ready-to-wear collections, footwear, and lifestyle products.

With a strong focus on delivering exceptional customer experiences, the organization continues to strengthen its retail transformation, customer engagement, and data-driven marketing capabilities across its luxury brand portfolio.

Job Role

The Senior CRM Executive will lead customer relationship management, clienteling, customer analytics, and direct marketing initiatives across the company's luxury retail portfolio.

Reporting to the Head of Retail, this role will transform customer and transactional data into actionable business insights, targeted marketing campaigns, and personalized client development strategies. The position will work closely with Marketing, Store Managers, Sales Associates, and Training teams to strengthen customer retention, increase repeat purchases, and enhance the overall luxury customer experience.

The ideal candidate combines strong CRM and analytical capabilities with a deep understanding of luxury consumers, HNWI client behavior, and frontline retail execution.

Key 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.

Candidate Requirements

• Bachelor's Degree in Business, Marketing, Data Analytics, Statistics, Information Systems, or a related discipline.
• Minimum 5–8 years of progressive experience in CRM, Business Intelligence, Data Analysis, Clienteling, or Customer Experience.
• Experience within luxury retail, premium fashion, high-end hospitality, or other premium consumer-facing industries is strongly preferred.
• Proven experience in customer segmentation, Customer Lifetime Value (CLV) analysis, customer profiling, and personalized clienteling strategies.
• Strong understanding of luxury consumers, HNWI purchasing behavior, customer retention, and multi-channel retail dynamics in Indonesia.
• Strong proficiency in CRM platforms, customer databases, and data visualization or business intelligence tools.
• 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 skills across Marketing, Retail, Training, and Store Operations teams.
• Strong communication and stakeholder management skills with the ability to work effectively with both corporate and frontline retail teams.
• Excellent written and spoken English for global brand reporting and regional stakeholder collaboration.
• Highly detail-oriented, commercially minded, and customer-centric.