Loyalty Growth Manager — CRM & Retention Strategy

Traveloka; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Traveloka is seeking a data-driven growth marketer to design and optimise engagement strategies across the full customer lifecycle. You will combine behavioural and transactional data with consumer psychology to drive CLV, lower CAC, and protect program profitability, partnering with Product, Data, CRM, Marketing, Finance and Legal.

You will run experiments, build incentive structures (rewards, tiers, coupons), and translate insights into scalable lifecycle initiatives for millions of Southeast

Qualifications

• 3–5 years of experience in growth marketing, loyalty/CRM, product management, or revenue management in tech, e-commerce, or OTA/travel platforms.
• Bachelor's degree in Business, Economics, Engineering; MBA is a plus.
• Hands-on experience with data and analytics tools (e.g., SQL, Tableau, Google Analytics, Excel, or similar); comfortable building and interpreting behavioural or financial models.
• Experience designing or executing incentive mechanics (rewards, tier structures, coupons, cashback, referral programs) and measuring their impact on CAC, retention, or CLV.
• Strong analytical skills, with expertise in customer segmentation, cohort analysis, and data-driven decision-making.
• Experience managing digital marketing or CRM channels, including campaign execution, optimisation, and ROI reporting.
• Strong communication and stakeholder management skills, with the ability to collaborate cross-functionally across Product, Data, Marketing, Finance, and Legal.

Responsibilities

• Lifecycle Strategy & Planning: Support the design of engagement strategies tailored to each user lifecycle stage from acquisition, growth to churn - setting clear objectives and KPIs (e.g., CVR, CAC, redemption rate, incremental revenue) for each initiative.
• Rewards & Incentive Design: Develop and refine incentive mechanics (sign-up bonuses, referral schemes, tier structures, points, coupons, cashback) that balance acquisition and retention goals with program profitability, and partner with commercial teams on vendor perks and partnerships where relevant.
• Segmentation & Personalization: Use behavioural, transactional, and RFM-based segmentation to tailor incentives, messaging, and journeys for distinct user cohorts, from new users to high-value and at-risk members.
• Retention, Churn Prevention & Reactivation: Build early-warning triggers to flag at-risk users, and design win-back and reactivation campaigns to reduce churn and recover lapsed customers.
• Campaign Execution & Optimization: Launch, monitor, and optimise incentive-led campaigns (coupons, promo codes, missions, gamification) across owned channels, ensuring rewards are effectively merchandised and visible at key touchpoints.
• Experimentation & Analytics: Design and run A/B tests on incentive positioning, value sizing, and messaging; build models to evaluate impact on CAC, CLV, churn, and repeat usage; monitor for fraud or abuse in incentive programs.
• Reporting & Governance: Track core lifecycle KPIs (retention, churn, MAU/DAU, redemption rate, campaign ROI) and translate data insights into stakeholder reporting and actionable recommendations.
• Cross-Functional Collaboration & Market Intelligence: Partner with Product, Data, Engineering, CRM, Marketing, Finance, and Legal to align on goals and ensure programs are commercially sound and compliant; monitor OTA and loyalty industry trends to identify new growth opportunities.

Skills

SQL

Data modelling

Cohort analysis

Tableau

Google Analytics

Excel

Data-driven decision making

Campaign management

Education

Bachelor's degree in Business, Economics, Engineering

MBA (plus)

Tools

Tableau

Google Analytics

Excel

CRM platforms

Job description

Traveloka is seeking a data-driven growth marketer to design and optimise engagement strategies across the full customer lifecycle. You will combine behavioural and transactional data with consumer psychology to drive CLV, lower CAC, and protect program profitability, partnering with Product, Data, CRM, Marketing, Finance and Legal.

You will run experiments, build incentive structures (rewards, tiers, coupons), and translate insights into scalable lifecycle initiatives for millions of Southeast