- Drive all programs aimed at improving customer retention (both internal and external). - Manage end to end customer lifecycle
- Be responsible for planning and execution of acquisition and retention campaigns via various channels such as Push, In-App, Email, Social, etc.
- Responsible for driving gamified and incentive-based programs/campaigns with a well-defined social element attached to it while understanding the target group, positioning, offer/CTA.
- Own all direct customer communication channels (email, Push, sms etc) - Manage loyalty programs (existing and new)
- CRM platforms and tools - Collaborate with product and Customer experience teams to identify opportunities across all customer touch points
- Provide a 360 view of customer retention programs across all touch points Your role and responsibilities include: - Responsible for all CRM efforts to drive repeat transactions
- Work on paid and earned media to complement CRM efforts
- Plan, execute and manage all existing loyalty programs and think of new ways to increase retention.
- Cross Functional Work:
- Work closely with product to execute retention projects and identify new opportunities on platform
- Work with the Customer experience team to improve NPS
- Work with analytics team to better customer segments and bring more intelligent insights into the system
- Work with cross functional teams (Product, Brand, Content) for building effective user communication to drive conversions and repeat purchases
- Work with the creative and design team to ensure Cleartrip brand values are consistent across all customer communication.
- Share regular updates with leadership - Work closely with performance marketing team to effectively use re-marketing and other paid channels to improve retention
- Work closely to ensure that customer data meets the quality and standards that allow for successful execution
- Define, track, measure and improve key metrics
- Keep abreast of the latest developments in CRM marketing and translate this into relevant initiatives, programs, and campaigns
- Focus on Automation to drive increasingly better marketing outcomes through better segmentation and personalized communication
- 5 - 7 years overall professional experience, preferably Experience in technology + service company and telco lifestyle or e-commerce digital services division
- Undergraduate degree from recognized university, preferably Management Marketing Major
- 3-4 years of experience in an analytical role in an area such as customer experience, business, market, competitive or financial.
- Knowledge of Net Promoter Score concepts and some exposure to customer satisfaction surveys preferred.
- Proven problem-solving skills using deductive reasoning and data driven methods.
- Strong math/analytical and quantitative skills.
- Familiarity with databases and report development. Highly computer literate in Excel.
- Excellent written and verbal communication skills
- Highly organized and able to manage multiple priorities
- Close attention to detail, accuracy, and follow-through.
- General knowledge of the basics of survey-based research would be ideal.
- Project management experience with proven methodologies
- Enjoy working in ambiguous and challenging situations
- Able and Enjoy adapting to changing priorities
Location:
Jakarta, JW, ID, 0
Business Unit: Media Group
Full Time/ Part Time: Full Time
Job Function: Marketing
Featured Job Category::
PCCW