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.
Ce ne dorim
- 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
Ce oferim
- 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
Descrierea postului vacant
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
La FrieslandCampina credem într-un mediu de lucru în care fiecare angajat își poate manifesta personalitatea în mod autentic și se simte împuternicit să își descătușeze întregul potențial. Acceptăm diferențele și suntem deschisi către aplicanți, indiferent de sex, religie, rasă, orientare sexuală, vârstă, dizabilitate sau naționalitate. Dacă cine suntem noi ți se potrivește, te încurajăm să aplici, chiar dacă simți că s-ar putea să nu îndeplinești toate cerințele rolului.
Detalii despre echipa
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JOB-ID: 59768 |
Sr. CRM Manager,
Indonesia