CRM & Loyalty Manager

Responsibilities:

• Lead loyalty app development with Global and local teams, defining milestones and adapting to Indonesia's market needs.
• Develop loyalty strategies, membership benefits, and reward mechanics.
• Define app business requirements and coordinate development, testing, and store rollout.
• Manage daily app and loyalty operations, including rewards, vouchers, and issue resolution.
• Drive member acquisition and activation with the Brand & Digital team.
• Build personalized customer journeys and automated CRM campaigns to strengthen engagement, retention, and repeat purchases.
• Analyze customer and program performance to improve member experience and commercial results.
• Manage budgets, reward costs, vendors, and program governance, including data quality, customer consent, and operational controls.

Requirements:

• Bachelor's degree in Marketing, Business, or a related field.
• Minimum 5 years of relevant experience in CRM, loyalty, or customer lifecycle management, preferably within retail or other consumer businesses.
• Proven experience in developing, launching, and managing app-based loyalty or membership programs.
• Strong understanding of loyalty mechanics, customer segmentation, personalization, and retention strategies.
• Hands-on experience with CRM platforms, marketing automation tools, and customer analytics.
• Strong project management skills, including business requirements, user acceptance testing, and rollout coordination.
• Ability to translate customer and transaction data into actionable insights and measurable business results.
• Commercial acumen in managing budgets, reward costs, and vendor performance.
• Strong communication and stakeholder management skills, with the ability to collaborate across Global teams, local functions, and external partners.
• Proactive, analytical, and detail-oriented, with strong ownership and a hands-on approach to execution.
• Proficiency in Bahasa Indonesia and English, both written and spoken.