CRM Specialist
Jakarta - Indonesia
Marketing – Marketing /
Full-time /
On-site
Overview
BukuWarung is SEA’s fastest growing startup and we are building the digital infrastructure for 60 million MSMEs in Indonesia, enabling them to efficiently manage and grow their business, starting with digital bookkeeping, online storefront & payments. BukuWarung’s vision is to empower 60 million MSMEs in Indonesia to become financially aware and enable them to manage and grow their business using technology.
BukuWarung is backed by top tier VCs globally: Peter Thiel’s Valar Ventures, Goodwater Capital, Y-Combinator, AC Ventures, Quona Capital, East Ventures, Golden Gate Ventures, Rocketship.vc, Tanglin Venture Partners and strategic angel investors from Stripe, PayPal, Plaid, Grab, Gojek, Facebook, AirBnB, Fast, Mastercard etc.
From Job Listing:
- Manage retention funnels and implement marketing strategies that focus on retention
- Produce error-free writing that upholds company strategies and guidelines.
- Manage multiple projects with short deadlines.
- Establishing workflows and standards or entering data in the CRM
- Spotting ways to improve usage of the CRM through automating basic everyday tasks
- Customizing and pulling marketing reports from the CRM
- Analyzing the marketing reports to determine what kind of customer trends the business should respond to
- Write training manuals and teaching staff on how to use the CRM
- Troubleshooting user or software errors that inhibit the efficiency of the interaction between people and technology
- Resolve technical CRM issues, including responding to customization requests
1- Who is a CRM Specialist [Customer Relationship Management] and what is their role ?
- Ans - CRM is the person who, aside from the merchant team and community, can reach personally to our customers [merchants] albeit digitally. They are responsible for effectively reaching out and communicating our products and services which appeal and fit the merchants’ needs. They understand the product, they understand the technicalities of the tools and they are an analytical person who understands data, numbers and also their customers.
2- As a CRM Specialist what are my job responsibilities?
- Ans - Here are a few responsibilities that CRM Specialist at BW can take upon:
- Understanding of Our Customers: This is paramount to how we operate. Not just CRM, but all Marketing Team will need to play a part in understanding and obsessing over our customers. The execution of talking to the customers might not be done from the CRM side, but CRM needs to understand our customers to determine what we should communicate on the CRM tools.
- Customer Segmentation and Targeting: CRM is all about user segmentation. Define and segment the target audience based on behavior, preferences, and needs or other internal/external researches’ insights. At BW we have multiple options to divide our users. As a CRM Specialist, you need to be able to:
- Maintain retention of the users who have shown certain behaviors.
- Reactivate or prevent churns when users have shown certain behaviors.
- Increase ARPU based on power users’ behaviors.
- Product Lifecycle Management: CRM needs to significantly contribute in feature adoption growth, maturity and decline to sustain product relevance and profitability.
- Product Positioning and Messaging: Develop clear and compelling messaging for the product, emphasizing its unique value proposition and benefits compared to competitors through CRM channels.
- Customer Feedback and Insights: Gather and analyze customer feedback, reviews, and usage data to understand customer satisfaction and make informed product improvements. If our users are not satisfied with any feature/product, connect with the merchants on how to improve and share the feedback with the product team for improvements.
- Metrics and Performance Analysis: Establish key performance indicators (KPIs) to measure the success of CRM marketing efforts and use data analytics to optimize CRM marketing strategies and campaigns. Ex- what is the expected clicks for a PN/IAB on a new release etc and how it translates to our north star metrics.
Overall responsibility summary of the role:
- CRM is the person who, aside from the merchant team and community, can reach personally to our customers [merchants] albeit digitally through Push Notification, WhatsApp and in-app Banner. They are responsible for effectively reaching out and communicating our products and services which appeal and fit the merchants’ needs. They understand the product, they understand the technicalities of the tools and they are an analytical person who understands data, numbers and also their customers. They analyze the data, they test out their hypothesis, they iterate for higher conversion rate on their channels.
Requirement :
- Candidates with minimum 1 years of CRM experience and campaign management experience
- You have a Bachelor’s Degree in Marketing or Communications or any related field
- You have experience in operating Push Notification CRM tool (i.e, Clevertap, MoEngage, Insider, anything similar) is a must
- You have great organizational skills, which help the CRM Marketing Specialist juggle competing demands from marketing, sales, customers, and management
- You have strong writing skills to communicate with internal partners or even to write technical training manuals for end users
- You have great public speaking skills that allow them to train others on CRM software
- You have a strong attention to detail, to manage the integrity of the CRM data
- You have the ability to discern meaning from patterns and spot trends from data
- You have good problem-solving abilities and excellent communication
If this sounds like you, please apply!
