Customer Retention & Loyalty Department Head at Envases Ohio LLC

, , Indonesia -

Full Time

Start Date

Immediate

Expiry Date

05 Jan, 26

Salary

0.0

Posted On

07 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer-Centric Mindset, Analytical Thinking, Digital Savvy, Collaboration, Leadership, Team Management, CRM Tools, Customer Analytics, Data-Driven Marketing, Cross-Sell Programs, Loyalty Programs, Lifecycle Management, Syariah Banking Principles, Customer Journey Mapping, Customer Segmentation, Churn Prevention

Industry

Description

Persyaratan dan Kualifikasi: Pegawai Tetap – Penugasan pada Bank Syariah Nasional (BSN) Pendidikan minimal S1 Marketing, Manajemen, Ekonomi, atau Statistik/Data Analytics; Pengalaman ≥7 tahun di consumer banking/loyalty program/CRM, dengan min. 3 tahun di level supervisor/assistant manager; Pemahaman tentang CRM tools, customer analytics, data-driven marketing; Pengalaman membangun program cross-sell, loyalty, atau lifecycle management di bank/fintech; Familiar dengan prinsip syariah banking & Islamic customer value proposition. Kompetensi: Customer-Centric Mindset → mampu merancang journey berbasis kebutuhan ETB; Analytical Thinking → mahir menguraikan data untuk cross-sell & EWS; Digital Savvy → terbiasa dengan CRM system, analytics dashboard, marketing automation; Collaboration → mampu bekerja lintas divisi (mortgage, personal banking, digital); Leadership & Team Management → memimpin tim kecil–menengah (5–10 orang) dengan target berbasis outcome. Job Description: a. Strategic & Engagement Management Merancang strategi ETB lifecycle management: onboarding → engagement → cross-sell → retention; Menyusun program customer engagement berbasis syariah values (misalnya: loyalty program Islami, ZISWAF integration, Haji/Umrah concierge); Mengembangkan customer journey mapping untuk ETB dengan fokus multi-product holding. b. Cross-Sell & Upsell Mengidentifikasi potensi cross-sell (misalnya: nasabah KPR ditawarkan payroll financing, kartu transaksi, cicil emas); Membuat next-best-offer (NBO) berbasis data & analitik; Berkolaborasi dengan Divisi terkait untuk memanfaatkan mortgage sebagai feeder utama. c. Loyalty & Retention Mengembangkan loyalty platform (reward, cashback, Islamic lifestyle privileges); Menjalankan program retensi untuk segmen high-value (priority, prospera, affluent); Mengelola churn prevention & relapse management (ETB dengan risiko attrition tinggi). d. Analytics & Insights Memimpin tim analitik untuk menghasilkan customer segmentation & EWS (Early Warning System); Memantau customer satisfaction (NPS) & engagement score; Memberikan insight ke manajemen untuk pengembangan produk baru berbasis kebutuhan ETB. e. Team & Performance Management Membina tim unit (engagement officers, analytics officers, campaign officers); Menetapkan target ETB cross-sell, retention rate, dan satisfaction index; Memberikan coaching & training untuk tim agar adaptif terhadap digital tools.

Responsibilities

The Customer Retention & Loyalty Department Head will design and implement strategies for customer lifecycle management, focusing on onboarding, engagement, cross-selling, and retention. They will also lead analytics efforts to monitor customer satisfaction and provide insights for product development.