CRM Analyst

We are seeking a strategic, results-driven CRM Analyst to lead customer retention initiatives within our Sales & Marketing team at Traveloka. In this role, you will play a critical part in maximizing customer lifetime value (CLV) by developing and executing strategies that foster customer loyalty, improve engagement, and reduce churn in the highly competitive online travel industry. Key functions will include driving platform retention, engagement, and usage metrics, through channels including but not limited to push notifications, email, and in-app messagesYou will work cross-functionally with teams in Sales, Marketing, Customer Service, and Data Analytics to design personalized customer journeys, deliver impactful retention campaigns, and optimize the post-purchase experience for travelers.- Plan and execute CRM and loyalty engagements, campaign planning, launch strategy, and ongoing optimization- Measure, monitor, evaluate and refine CRM programs to improve the efficiency and effectiveness of marketing campaigns and increasing revenue- Manage end-to-end segmentation, automation, optimisation, personalization, and reporting of the user lifecycle- Drive platform retention, loyalty, engagement, and usage metrics (e.g. DAU/MAU, purchases)- Analyze and enhance CRM initiatives through A/B testing