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Head of Customer Relationship Management

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Deskripsi Pekerjaan

We are seeking an experienced and strategic CRM Head to lead our customer relationship management efforts. The ideal candidate will be a visionary leader with a deep understanding of email marketing, website customer journey automation, and proficiency in utilizing CRM tools such as Klaviyo. A strong commitment to continuous learning, customer-centric thinking, and staying at the forefront of CRM concepts is essential for this role.

  • Develop and execute a comprehensive CRM strategy that aligns with our business goals and focuses on enhancing customer relationships and loyalty.
  • Lead and mentor a team responsible for creating and managing email marketing campaigns, utilizing website customer journey automation, and ensuring effective use of CRM tools.
  • Leverage Klaviyo or similar CRM platforms to segment customer data and design targeted marketing campaigns that resonate with different customer segments.
  • Monitor and analyze key performance metrics, translating data insights into actionable strategies to optimize customer engagement and retention.
  • Collaborate closely with cross-functional teams, particularly marketing and sales, to ensure a seamless customer experience across all touchpoints.
  • Drive the creation of personalized content and experiences that add value to the customer journey and align with customer-centric principles.
  • Stay up-to-date with industry trends, emerging technologies, and best practices in CRM to continually evolve and innovate our CRM approach.
  • Establish and maintain strong relationships with external partners and vendors to leverage the latest CRM tools and solutions.


  • Bachelor's degree in Marketing, Business, or a related field; Master's degree is a plus.
  • Proven experience in CRM management, with a minimum of 3 years in a leadership role.
  • Expertise in email marketing strategies, website customer journey automation, and hands-on experience with CRM tools like Klaviyo.
  • A strong desire for learning and personal growth, exemplifying a lifelong learner mentality.
  • In-depth knowledge of CRM concepts, frameworks, and their practical application to drive business results.
  • Customer-centric mindset, with a deep understanding of customer behavior, needs, and preferences.
  • Exceptional leadership skills, with the ability to inspire and lead a team toward achieving strategic objectives.
  • Analytical mindset, capable of deriving insights from data to inform strategic decisions.
  • Excellent communication and interpersonal skills to collaborate effectively across teams and present ideas to stakeholders.
  • Proven ability to adapt to changing market trends and technologies, driving innovation within the CRM function.
  • Strong organizational skills and the ability to manage multiple projects simultaneously.
  • Previous experience in developing and implementing successful CRM strategies is a strong advantage.

Torch is a rapidly growing startup company in the Fashion & Apparel Industry, specializing as a local brand enabler. Founded in 2015 by Ben Wirawan and Hanafi Salman, Torch aims to provide innovative and practical travel products, including bags and accessories, to solve common challenges faced by travelers. With functional features, stylish designs, and lightweight yet durable materials, Torch not only fulfills travel needs but also extends its reach to everyday activities such as urban commuting, studying, and work, offering convenience and problem-solving solutions.

Fashion & Apparel
Bandung, Indonesia
Ukuran Perusahaan
50–100 employees


We strive to constantly pursue innovation of our products and services
Here, we work together to make the dream work
We uphold honesty and virtue in every single product/service we deliver