CRM and Customer Satisfaction Manager
PT Zabran Internasional Grup
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Job Description
CRM and Customer Satisfaction Manager will be responsible to maximizing the efficiency of our CRM tools and analyze data to tweak multifaceted communications programs design to drive sales and loyalty of the customers.
- Plan, develop and deliver CRM strategies across channels to bring new MQL leads, retain both B2B and B2C existing customers, increase brand loyalty, and expand the company’s brand value. (This includes channel strategy for WA and email).
- Develop, maintain, monitor, and optimize CRM programs, including crafting content, managing system triggers, increased personalization, targeted segmentation, etc.
- Analyze customer data and behavior to create targeted CRM strategies.
- Make sure the customer database is correctly segmented in order to target marketing activities appropriately
- Collaborate with IT on defining the capabilities and driving the implementation of the required CRM infrastructure
- Work together with marketing teams, sales, tech and data to achieve a complete vision and journey for CRM.
- Lead development of the roadmap for a clear A/B testing framework of new and existing programs to increase growth and improve user retention
- Develop weekly and monthly reports for CRM programs performance.
- Utilize CRM tools to segment and personalize communication for different customer segments.
- Monitor and evaluate campaign performance, providing insights and recommendations for optimization.
- Collaborate with cross-functional teams to ensure alignment of campaigns with overall marketing objectives.
- Stay updated on industry trends and best practices to enhance campaign and CRM strategies.
Requirements
- Bachelor's degree in Marketing, Business, or a related field.
- Proven experience in campaign management and CRM strategy.
- Proficiency in CRM tools and analytics platforms.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication and collaboration skills.
- Detail-oriented and able to manage multiple projects simultaneously.
- Minimum 3 years of proven work experience as a CRM, preferably in the tech/start-up industry
- Technical expertise with CRM tools and analytical systems, e.g Mailchimp, Salesforce, Tableau, and SQL
- Knowledge of online marketing methods and best practices
- Attention to detail, to manage the integrity of the CRM data
- Commercial awareness to understand the target market and design campaigns accordingly
- Strong communication skills along with a customer-oriented attitude
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Zabran International Group is a dynamic holding company with a clear vision of empowering people through innovative technology for better lifestyle. Operating across multiple industries, the group has established several key business units: Zabran Electronic represents the group's technology retail division, operating three distinct laptop retail brands:
Their technology retail division, Zabran Electronic, operates several distinct laptop retail brands, each with unique positioning: - Republic Laptop stands out with its strong nationalistic brand identity and educational mission. Living up to its name, Republic Laptop embodies the spirit of nation-building through technology accessibility. Their mission aligns with Indonesia's constitutional goal of "mencerdaskan kehidupan bangsa" (educating the nation) by providing quality second-hand laptops that make technology more accessible to all segments of society. The brand's patriotic positioning resonates with customers who want to contribute to national development through technology adoption. -
Complementing Republic Laptop, the group also operates Importir Laptop, their first brand in the second-hand laptop market, which later evolved into Planet Laptop, their latest venture in laptop retail.
Outerium represents the group's venture into fashion retail, focusing on branded fashion items and contributing to the lifestyle aspect of the company's vision.
ZBoard showcases the group's commitment to digital innovation, offering a productivity tool for product and project management. Similar to Trello, this platform demonstrates the company's capability in developing practical business solutions.
Zabran Leadership Program reflects the group's dedication to human capital development, providing specialized training and workshop programs targeted at university students and business owners across Indonesia. This initiative focuses on practical business knowledge and leadership skills development.
Guided by core values summarized in the acronym IMPACT (Innovation, Mastery, Professional, Agility, Collaborative, and Trust), Zabran International Group maintains a strong commitment to delivering high-quality products and services while fostering sustainable business practices and contributing positively to society and the environment.
The group maintains strong Islamic values while pursuing its mission of technological empowerment and national development. Through its various business units, Zabran International Group demonstrates its commitment to building a sustainable business ecosystem that contributes positively to Indonesia's growth and development.
Ready to grow with us? Take the first step toward a meaningful career. Join Zabran International Group – where values meet vision, and growth meets purpose. Apply now and be part of our inspiring journey! #GrowWithZabran #CreateIMPACTogether #MeaningfulCareers #IslamicValues #TechInnovation
