Customer Engagement Manager

Your main duties in flying with us:

• Strategy Development: Design and implement comprehensive customer engagement and retention strategies across various performance marketing channels (e.g., email, push notifications, in-app messaging).
• Campaign Management: Plan, execute, and manage targeted campaigns aimed at increasing user activation, retention, and repeat bookings. This includes A/B testing, personalization, and campaign optimization.
• Customer Segmentation: Utilize data analytics to segment the user base and create personalized communication strategies for different customer cohorts (e.g., new users, lapsed users, high-value customers).
• Lifecycle Marketing: Develop and manage end-to-end customer lifecycle journeys, from onboarding and activation to loyalty and win-back programs.
• Collaboration: Work closely with the Growth, Product, Corporate Strategy and Data & Analytics teams to align on goals, share insights, and ensure a cohesive customer experience.
• Performance Analysis: Track and analyze key performance indicators (KPIs) such as customer retention rate, churn rate, CLV, and engagement metrics. Provide regular reports and actionable insights to senior management.
• Technology & Tools: Leverage marketing automation platforms (e.g., Braze), CRM systems, and analytics tools (e.g., Google Analytics, Amplitude) to execute and measure campaigns.
• Market Research: Stay up-to-date with industry trends, competitor activities, and new technologies in customer engagement and retention to identify opportunities for growth.

Mandatory belongings that you must prepare:

• 7+ years of experience in customer engagement, lifecycle marketing, or a related role, preferably within a technology, e-commerce, or OTA company.
• Bachelor's degree in Marketing, Business, or a related field.
• Proven experience in a performance-driven environment with a strong understanding of marketing funnels and customer journey mapping.
• Proficiency with marketing automation and CRM platforms (e.g., MoEngage, ValueClick, Iterable, Salesforce Marketing Cloud).
• Experience with A/B test Audience, A/B test content, A/B Test Lifecycle and personalization tools.
• Strong analytical skills with the ability to interpret data and translate it into actionable strategies. Experience with analytics platforms (e.g. Appsflyer, Adjust, Google Analytics, Amplitude) is a plus.
• Excellent communication and interpersonal skills in Bahasa Indonesia and English, with the ability to collaborate effectively across multiple teams.
• Provide clear thought leadership to guide teams and support strategic decision-making.
• Effectively manage and resolve conflicts while maintaining positive relationships.
• Handle stakeholders with professionalism, building trust and ensuring alignment across interests.
• Strong project management skills and the ability to manage multiple projects simultaneously in a fast-paced environment.
• Highly organized, detail-oriented, and a self-starter.