CRM Improvement Lead
Job Summary
Job Description
As CRM Improvement Lead, you will optimize existing customer engagement channels and identify new ones. You will collaborate with various business teams including payments, digital marketing, brand, product, and engineering to develop a strategy for improving CRM engagement channels. The role requires prior experience in analytics and project management, with a good technical understanding of CRM products and the ability to apply user insights and data-driven decision-making. Responsibilities include developing and implementing a data-driven CRM strategy, owning the strategy for a CRM platform that enhances user experience, monitoring CRM performance, and collaborating with product and engineering teams on roadmap deliverables. You will also develop business requirement documents and stay updated on market trends.
Must have:
- Develop and implement CRM strategy
- Own CRM platform strategy
- Monitor CRM performance
- Collaborate with cross-functional teams
- Develop business requirement documents
- Analytical and data-driven mindset
- Technical understanding of CRM
- Excellent communication skills
Good to have:
- Experience in tech or financial services
- Passion for building high-quality user experiences
7 skills required
Job Details
About the Role
As CRM improvement lead, you will be expected to optimize the existing channels of engagement as well identifying new channels and user segments. You will be working with the multiple business teams across payments, digital marketing, brand team, product and engineering teams to create a strategy around the improvement and optimization of the all engagement CRM channels, making users a good experience both for business consumers as the main stakeholder and our end-consumer who will experience the products.
Having prior experience in analytics and project management with good technical understanding of CRM related products, and the ability to apply user insights and data-driven decision-making will be considered highly relevant for this role.
What You Will Do
- Developing and implementing a user insights and data-driven CRM strategy that aligns with GoPay’s overall business objectives
- Own and define the strategy for building a CRM platform that optimizes user experience across both existing and new engagement channels, driving app activation and encouraging transactions
- Collaborate with business and marketing teams to monitor CRM performance metrics and identify gaps, driving continuous improvement in the product experience for both business and end consumers
- Be on top of the execution of product and business initiatives related to CRM Improvement.
- Work with product and engineering teams to prioritize initiatives and manage roadmap deliverables for CRM tooling improvements
- Develop precise and structured business requirement documents to ensure alignment across technical and non-technical stakeholders
- Stay up to date with market and regulatory trends, as well as the competitive landscape in the fintech industry
What You Will Need
- A Bachelor’s or Master’s degree (or an equivalent degree), preferably in system information or management
- Should have at least 3-5 years of working experience, working in tech or financial service companies is a plus.
- Experience working with cross-functional teams and stakeholders (e.g., Business, Product, Marketing Engineering, Operations).
- Passion for building high-quality user experiences and a commitment to product excellence.
- An analytical, data-driven, quantitative mindset; a love for digging into data to understand what’s happening and to define & measure success on every project, with the ability to use data and metrics to justify requirements and features.
- Capable of understanding technical aspects and have successfully done so previously - showcasing not only strong planning skills but also technical experience.
- Ability to collaborate with agile product development teams and excitement about identifying new ways to help your team be more effective in terms of execution and managing the channels.
- Excellent communication skills with the ability to weave strategy, insights, priorities, and plans forward into a structured and organized storyline at all levels of management
About the Team
Join the GoPay team, a hub of innovation and collaboration, to revolutionize everyday experiences at scale, while embracing a culture that values creativity and meaningful impact. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone has access to high quality financial services. If you have the curiosity, passion for technology, and collaborative spirit work with us and let's solve the problems with technology.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
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About The Company
GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.
GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
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