You’ll be the main PIC to manage all CRM campaigns (In-App Communications) related Mobility (GoRide, GoCar) and Logistic (GoSend, GoBox). In this role, you will get a full view of Mobility and Logistic’s marketing strategy. You’ll be responsible to create a communication strategy for each campaign and manage the end-to-end user lifecycle of Mobility and Logistic’s users. You’ll be reporting to CRM Manager, manage a team and work closely with Mobility and Logistic’s product marketing team, as well as Transport Demand Pod from Growth team
Build a better and performing team to support business units that you handle (in this case Mobility and Logistic), including managing the job allocationMonitor CRM campaigns run by your team (including review the creative/KVs, you need to understand Gojek’s brand guidelines and proactively inform In-App Content team if you find creative that is not within the guideline)Ensure your team’s performance and wellbeing by conducting a regular 1:1 session, you may escalate any issues to your manager if neededOverview the performance analysis (especially on the Delivery Rate, Open Rate, Click Rate and Conversion Rate)Share a consolidated campaign report, highlight what works and what not, present/share the result to the Business Units and give suggestions for the next campaigns. Since you will manage several business units, you will also be accountable to manage the alignment between BUs that you are handling in terms of schedule, target segment or if there’s any campaign that can be collaborated. Create experimentation to have continuous improvement of customer lifecycle campaigns Have an overview of the user movement specifically but not limited to Mobility and Logistic usersYou will also collaborate with other CRM team members to ensure that your segmentation and schedule are not overlapping, as well as proactively give input on how to improve the CRM innovation that can enhance the performance of your campaigns. (Can be an idea on the possibility of cross-collaboration between business units)If needed, you might have to be involved in the campaign execution to support your team.
BS/MS degree in marketing/business or a related fieldProven working experience in the CRM / CLM field (Min 3+ years). Highly analytical and comfortable dealing with big data setsExperience in using/executing campaigns using campaign management systems (e.g Clevertap, MoEngage, Netcore, Emarsys, etc)Experience in managing customer lifecycle management (acquisition, demand-generation, engagement, and/or retention-focused programs)Strong analytical and quantitative skills including the ability to use customer research and data analytics to back up vision and assess the success of campaignsExperience within the digital industry is preferredExcellent communication - verbal and written - and collaboration skills that will help you build relations and trust throughout the organizationGreat stakeholders and time-management skillHands-on experience building customer journey tracking, developing segmentation strategies and campaign execution
Bonus points if
Have experience in managing teamHave a good sense of creativity and/or copywriting