job description
Join Serba Mulia Group as a CRM Manager and take the lead in shaping exceptional customer experiences in Baliâs dynamic business landscape. In this strategic role, you will design and implement cutting-edge Customer Relationship Management (CRM) strategies to drive customer retention, loyalty, and business growth. By leveraging data-driven insights, youâll segment customer bases, optimize engagement campaigns, and analyze market trends to align with our ambitious business objectives.
Based in the vibrant heart of Denpasar, Bali, youâll collaborate with cross-functional teams to enhance customer satisfaction, streamline communication channels, and ensure seamless interactions across all touchpoints. Your expertise will be pivotal in transforming customer data into actionable strategies that boost retention rates and maximize lifetime value.
If youâre a visionary leader with a passion for customer-centric innovation and a track record of driving measurable results, this is your opportunity to make a lasting impact in a forward-thinking organization.
Responsibility
- Develop and execute comprehensive CRM strategies to enhance customer engagement, retention, and loyalty.
- Lead customer segmentation initiatives to tailor personalized marketing and service approaches.
- Analyze campaign performance and market trends to refine strategies and improve ROI.
- Collaborate with sales, marketing, and customer service teams to ensure consistent customer experiences across all channels.
- Oversee the implementation and optimization of CRM software (e.g., Salesforce, HubSpot) to streamline workflows.
- Monitor key performance metrics (e.g., retention rates, NPS, churn rate) and present insights to senior leadership.
- Design and manage loyalty programs and incentive schemes to drive repeat business.
- Stay ahead of industry best practices in CRM and customer experience to maintain a competitive edge.
Qualifications
- Bachelorâs degree in Marketing, Business Administration, or a related field; MBA is a plus.
- Minimum 5 years of experience in CRM, customer retention, or a similar role, preferably in a fast-paced industry.
- Proven track record of developing and executing successful CRM strategies that improve customer retention.
- Strong analytical skills with proficiency in data analysis tools (e.g., Google Analytics, Tableau) and CRM platforms.
- Excellent communication and leadership skills to manage cross-functional teams.
- Deep understanding of customer journey mapping and segmentation techniques.
- Familiarity with digital marketing and automation tools to enhance customer engagement.
- Ability to work in a dynamic, multicultural environment and adapt to evolving business needs.