Deskripsi pekerjaan
Blibli Electronic is part of Blibli Group, a retail chain specializing in basic and essential electronic needs. The company is expanding nationwide to provide trusted, high-quality products at affordable prices, supported by excellent customer service. The team helps customers find solutions for their everyday technology needs, ensuring every store visit reflects Blibli’s promise of quality, care, and reliability. As a Customer Experience Specialist, you will oversee the customer’s end-to-end journey and long-term relationship with the brand. This role is responsible for auditing the physical and digital (O2O) store experience, while actively managing the customer database to drive repeat business. You will design and execute Customer Loyalty Management (CLM) programs, transforming one-time walk-in buyers into high-value, retained brand advocates.
Tanggung jawab: Build and manage external customer tracking mechanisms from scratch, including Net Promoter Score (NPS), customer satisfaction survey, and regular Mystery Shopper programs.; Audit physical checkout flow and procedures to reduce order creation time and analyze traffic to measure store conversion rates.; Design, launch, and manage end-to-end customer loyalty programs.; Develop strategic retention campaigns to increase customer lifetime value.; Own and maintain the central customer database.; Analyze purchasing behaviors and segment audiences to deploy CRM campaigns.; Design the customer journey for online-to-offline handovers..
Kualifikasi: Minimum 2+ years of experience in Customer Loyalty Management (CLM), CRM, Retail Customer Experience, or Trade Marketing.; Proven track record of managing customer databases, segmenting audiences, and designing successful retention/loyalty programs.; Strong analytical skills to interpret foot-traffic data, NPS metrics, and customer purchasing behaviors.; Experience mapping physical store customer journeys and designing standard operating procedures (SOPs) for customer touchpoints..
Tanggung jawab
- Build and manage external customer tracking mechanisms from scratch, including Net Promoter Score (NPS), customer satisfaction survey, and regular Mystery Shopper programs.
- Audit physical checkout flow and procedures to reduce order creation time and analyze traffic to measure store conversion rates.
- Design, launch, and manage end-to-end customer loyalty programs.
- Develop strategic retention campaigns to increase customer lifetime value.
- Own and maintain the central customer database.
- Analyze purchasing behaviors and segment audiences to deploy CRM campaigns.
- Design the customer journey for online-to-offline handovers.
Kualifikasi
- Minimum 2+ years of experience in Customer Loyalty Management (CLM), CRM, Retail Customer Experience, or Trade Marketing.
- Proven track record of managing customer databases, segmenting audiences, and designing successful retention/loyalty programs.
- Strong analytical skills to interpret foot-traffic data, NPS metrics, and customer purchasing behaviors.
- Experience mapping physical store customer journeys and designing standard operating procedures (SOPs) for customer touchpoints.
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi