About the Role
As our Global Head of CRM, you’ll take the wheel in setting up and scaling our CRM platform. Balancing technical and managerial duties, you’ll oversee a diverse group of campaign strategists and CRM operation experts stationed across various parts of this region, including Indonesia, Singapore, Thailand, Vietnam, and the Philippines. With full accountability of the overall Group CRM strategy, you’ll set up the Central Ops, Data Science, and Lifecycle Management teams for both platform and product perspective, and formulate the long-term roadmap, KPIs, and strategic initiatives to ensure the team achieves the stipulated key business goals in a timely manner. You’ll also forge strong relations with various engineering and business leaders to drive an integrated strategy and technical capability, and act as a mentor to your direct reports.
About the Team
Our CRM team is a family of 11campaign strategists and operation experts based in Jakarta, Indonesia. We run all things related to customer engagement and retention across the entire Gojek App. As an embedded function within the larger Growth stream, our focus is to generate incremental impact from every interaction between our users and the company. How do we ensure this, you ask? By relying heavily on experiments and A/B testing for continuous improvement. Additionally, we collaborate with the talented people over in the Product, Marketing, Research, BI, Growth, Analytics, and Creative teams on a daily basis to ensure the alignment of insights, strategy, business objective and deliver the best user experience.
One of our team's biggest obstacles has been understanding customers' needs and preferences towards our various services and predicting customers' future behaviour for preventive actions rather than reactive ones. After many weeks of research, collaboration, and trial and error, we figured out that the best way to tackle this issue was to integrate data science and machine learning into our approach, supported by campaign management tools that enable a seamless journey setup. Currently, our team has been busy working on a project surrounding automation and personalization, whose purpose is to enhance our user experience by offering relevant communication to support the larger goal in increasing Gojek active users.
While our team is based all over the region, we are a tight-knit group who are each other’s second family. So whenever we have a new member, rest assured we’ll help you get up and running confidently. We operate with the belief that teamwork does make the dream work, and we encourage knowledge sharing (work-related and non-work related) on our daily calls. We love bonding over our shared love of corny jokes, good movies, delicious meals, and fun games. For real - our weekly conversations range from OKRs to the latest blockbusters, from campaign setup to boba, and from control groups to hilarious videos we found online.