Senior Luxury CRM & Clienteling Lead

MatchaTalent; Cilandak Timur; On-site; IDR 223,200,000 - 446,400,000; Full time

Job summary

MatchaTalent is seeking a Senior CRM Executive to lead customer relationship management, clienteling, and analytics for its luxury retail portfolio in Jakarta. You will transform customer and transactional data into actionable insights, drive personalized campaigns, and strengthen high-value client development across stores and online channels.

You will collaborate with Marketing, Store Managers, Sales Associates, and Training teams to enhance retention, increase repeat purchases, and deliver

Qualifications

• Bachelor's degree in Business, Marketing, Data Analytics, Statistics, Information Systems, or related discipline.
• 5–8 years of progressive CRM, BI, data analysis, clienteling, or customer experience experience.
• Experience within luxury retail, premium fashion, or high-end hospitality is strongly preferred.
• Proven experience in customer segmentation, CLV analysis, and personalized clienteling strategies.
• Strong English communication for global reporting and stakeholder collaboration.

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 CLV 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 analytics

Clienteling

Email marketing

LTV analysis

Stakeholder management

Excel advanced

Data visualization

Education

Bachelor's degree in Business/Marketing/Data Analytics

Tools

CRM platforms

BI tools

Excel

Job description

MatchaTalent is seeking a Senior CRM Executive to lead customer relationship management, clienteling, and analytics for its luxury retail portfolio in Jakarta. You will transform customer and transactional data into actionable insights, drive personalized campaigns, and strengthen high-value client development across stores and online channels.

You will collaborate with Marketing, Store Managers, Sales Associates, and Training teams to enhance retention, increase repeat purchases, and deliver