Customer Relationship Management Specialist

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 ResponsibilitiesAnalyze, 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.RequirementsBachelor’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