Lowongan CRM Acceleration Lead - Indonesia di PT Shell Indonesia

Growing Total Active Customer Base Growing NFR Value contribution & value Implementing a Connected Customer Experience via 1:1 Journey Orchestration Developing & implementing a strong EV & NFR Loyalty/CRM Offer.

The CRM Acceleration Lead will be working in close collaboration with the local Loyalty Acceleration Lead, ensuring a strong integration between CRM & Loyalty and a joint  success plan to deliver against the key projects of the Customer Back Digital Strategy in market.

Local Customer Back Digital Focal Point: Local global customer back digital focal point for CRM, overseeing local delivery and implementation of use cases, leads successful E-2-E CRM use case implementation from ideation, activation and optimization in joint & close collaboration with the Loyalty Acceleration Lead in market. Regular status updates & value tracking from local plans against targets.

E2E Project Lead for CCX: Responsible for successful in-market deployment of the Connected Customer Experience (CCX) including:

• Localization of CCX strategy

• Development of Customer Moments & Customer offers

• Oversee successful CCX implementation & deployment in market

• Track, optimize and scale up CCX in market

• Manage project plan, resources and delivery of plan

Grow TAC (Total Active customer base): Responsible for tactics to drive total active customer growth through re-activation and acquisition plans. Successfully lead the implementation of customer growth plans, from ideation to deployment to value tracking.

Drive Fuels & NFR integration & activation plans in market: Implement strong local NFR & Loyalty/CRM offer in market to drive increased NFR penetration.

Lead EV/NFR deployment plans in local market: Working alongside global strategy team, lead successful EV MVP market rollout from implementation, success measurement & optimization.

Market: Indonesia

Placed in local Marketing Team working side by side with local Paylo & CRM Teams.

Close collaboration with Loyalty Integrations Lead in market to achieve common output.

Significant stakeholder management: Global & Local Marketing teams, agencies, insights, data & IT, CSC.

Preferably a Bachelors degree in Business or Marketing.

3+ Years of experience in setting up and operating CRM, preferably within an Energy, Retail, and or Convenience Retail space.

Must have skills with Commercial Acumen and be able to interpret data from technology and skills with Customer Lifecycle Management.

Passion about data driven marketing and customer first experiences.

Expert in key CRM strategies, customer journey development & test and learn frameworks to use a data driven approach to constantly optimize communications & engagements.

Exposure to paid & owned marketing channels, comfortable working with wider marketing teams to deliver omni-channel campaigns.

Proven track record of planning & executing marketing calendar plans, working with wider marketing teams to utilize CRM as a key vehicle to promote wider marketing agenda & realize business targets.

Strong experience in project management and the ability to work collaboratively across function and with senior stakeholders to solve problems.

Experience with Agile frameworks and ways of working.

Strong understanding of customer KPIs and approaches to tracking.

Hands-on experience with CRM platforms preferred (Adobe Campaign Management, Adobe Experience Platform, Capillary, Salesforce etc.)

Learner mindset & passion for new technology.

Must be fluent in Bahasa and English.

We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.

We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.

We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.