Sr. CRM Manager
Sr. CRM Manager
The Senior Manager – CRM & Call Center leads end-to-end consumer relationship strategy and operations, transforming CRM and Call Center into growth, retention, insight, and trust engines while ensuring excellent consumer experience and compliance.
我们的需求
- Strong experience in CRM, consumer lifecycle marketing, or customer experience
- Proven leadership in Call Center operations or vendor management
- Strong analytical capability with hands-on exposure to consumer data & insights
- Ability to work cross-functionally in a matrix organization
- Strategic mindset with strong stakeholder and people leadership skills
- Experience in FMCG or consumer-facing business is a plus
我们可提供
- Opportunity to lead consumer relationship transformation at scale
- High exposure to senior leadership and cross-functional stakeholders
- Ownership of CRM strategy, data, and consumer touchpoints
- A role with real impact on consumer trust, retention, and business growth
- Collaborative environment with strong brand and category partnership
空缺职位描述
CRM Strategy & Lifecycle Management
- Lead end-to-end CRM strategy across acquisition, engagement, retention, and loyalty
- Design and optimize consumer lifecycle journeys across Powder, RTD, and Masterbrand
- Drive segmentation, personalization, and automation across CRM channels
- Ensure CRM is tightly integrated with media, digital, and brand activities
Data, Insights & Performance
- Own CRM data framework, dashboards, and performance tracking
- Translate consumer data into actionable insights for marketing, innovation, and CX
- Define and track KPIs including active base, repeat rate, retention, LTV, churn, engagement
Call Center Leadership
- Lead Call Center operations (inbound & outbound) across brands and categories
- Expand Call Center role beyond complaints into education, engagement, and retention
- Improve CSAT, NPS, resolution time, and service quality
- Ensure strong vendor management and operational excellence
Governance, Compliance & Risk
- Ensure compliance with data privacy, consumer protection, and regulatory standards
- Own SOPs, crisis management, and escalation frameworks
- Ensure accurate documentation, reporting, and platform governance
在 FrieslandCampina，我们珍视每一个人独一无二的天性，也相信不同个体在一起可以产生巨大的能量。我们拥抱差异，打造无偏见 （性别、宗教、种族、性取向、年龄、残疾或国籍）的工作环境。释放天性，共赢为世界提供更好的营养。如果这也是你的初心，加入我们。
团队详情
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JOB-ID: 59768 |
Sr. CRM Manager,
Indonesia