Customer Relationship Management Specialist

CRM Specialist is responsible for developing and executing customer relationship strategies that increase customer acquisition, engagement, retention, and lifetime value. This role manages CRM campaigns across multiple channels, analyzes customer behavior, segments audiences, and collaborates with cross-functional teams to deliver personalized customer experiences that support business growth.

Key Responsibilities

CRM Strategy & Customer Lifecycle

• Develop and implement CRM strategies to improve customer acquisition, retention, and loyalty.
• Design customer lifecycle journeys including onboarding, activation, retention, reactivation, and win-back campaigns.
• Create personalized communication strategies based on customer behavior and segmentation.
• Continuously optimize customer experience throughout the customer journey.

Campaign Management

• Plan, execute, and monitor CRM campaigns through Email, SMS, WhatsApp, Push Notification, In-App Messaging, and other digital channels.
• Build campaign calendars aligned with business priorities and promotional activities.
• Conduct A/B testing to improve campaign effectiveness.
• Ensure timely campaign execution while maintaining data accuracy and quality.

Qualifications

• 2–5 years of experience in CRM, Digital Marketing, Customer Marketing, Loyalty, or Customer Analytics.
• Experience in retail, e-commerce, FMCG, hospitality, or consumer-focused industries is preferred.
• Experience managing CRM platforms and customer engagement campaigns.

About Kawan Lama Group

Established in 1955, Kawan Lama Group is a multi-sector group of companies who are constantly innovating for improving the quality of lives. Manages 28 brand portfolios operating in six different sectors: Commercial & Industrial, Consumer Retail, Food & Beverages, Property & Hospitality, Manufacturing & Engineering, and Commercial Technology. Aiming to be more than family business - but beyond that, we are business for families, we carry the mission to bring values for betterment of lives through business development and continuous growth.