PT. Central Mega Kencana (CMK), Indonesia's leading luxury jewellery group, is looking for a data-driven and process-oriented
CRM Specialist
to strengthen our customer relationship strategy and improve customer experience across all touchpoints. This role focuses on CRM operations, business processes, and cross-functional collaboration.
Key Responsibilities
- Analyze, map, and develop
end-to-end CRM business processes
, including customer onboarding, retention, loyalty, and after-sales. - Identify process gaps, customer pain points, and improvement opportunities across the customer journey.
- Design efficient CRM workflows to support store operations, customer care, loyalty programs, and marketing automation.
- Ensure CRM processes comply with SOPs and integrate smoothly with supporting systems (POS, ERP, Customer Care platforms, etc.).
- Collaborate with Operations, IT, Customer Care, and Marketing teams to implement new processes or enhancements.
- Monitor, evaluate, and optimize CRM business processes based on performance data and internal feedback.
- Conduct UAT (User Acceptance Testing) for new CRM features, modules, and process updates.
- Maintain clear and updated documentation (SOPs, workflows, business requirements) for all CRM processes.
- Provide data-driven insights and recommendations to improve process efficiency and customer experience.
- Manage and optimize CRM strategies to drive engagement, retention, and customer lifetime value.
Requirements
- Bachelor's degree in any major.
- Has relevant experience in a similar role within the retail industry
, particularly in CRM, customer journey, business process, or customer engagement. - Strong experience with CRM platforms (Salesforce, Qontak, etc)
- Solid analytical skills with the ability to translate data into meaningful insights.
- Excellent communication, coordination, and stakeholder management abilities.
- Detail-oriented, organized, and able to manage multiple projects.
- Placement: Synthesis Square, South Jakarta