We are seeking a highly motivated and results-oriented Customer Engagement Manager to join our dynamic Performance Marketing team. The ideal candidate will be responsible for developing, executing, and optimizing strategies to improve customer lifetime value (CLV) through effective engagement and retention initiatives. This role requires a strong understanding of performance marketing channels, customer segmentation, and lifecycle marketing. You will be a key player in bridging the gap between user acquisition and long-term customer loyalty. #LI-MN1
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.
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