CRM Lead Transport Marketing

About the Role

As our CRM Marketing lead, you’ll take the wheel in managing the CRM transport team across countries (Indonesia, Singapore, and Vietnam) for multiple business units. You will supervise the execution of campaigns/journey implementation and development for Gojek customer lifecycle programs and communications. Working closely with the Marketing Team, Product Team, and Strategy and Planning team, you will configure the technical implementation of Gojek customer lifecycle journeys and tactical communication campaigns through various inbound and outbound (non-paid) channels. You will directly impact the incremental growth of Gojek in the Indonesian market through scalable, personalized, relevant, and contextual communication and increase in the engagement and retention of our users.

What you will do

• Managing the CRM team and strategy for Transport and Logistics Business across countries
• Implement marketing tactical campaigns via inbound (Shuffle Card, Inbox, Chatbot) and outbound channels (e.g. Email, Push Notification)
• Implement lifecycle automation programs via inbound (Shuffle Card, Inbox, Chatbot) and outbound channels (e.g. Email, Push Notification)
• Launch/deployment is conducted in an efficient, timely, and high-quality manner
• Manage the creation and updating of emails, push notifications, landing pages, forms, and reports for campaigns and webpages
• Develop communication templates for consistency and effectiveness in accordance with branding guidelines and best practices

What you will need

• A BS/MS in Engineering, Computer Science, Business, Marketing, or equivalent experience
• At least 5 years of CRM marketing experience, preferably within the online mobile app, e-commerce, quick commerce, e-grocery, telecommunications, airlines, or other relevant service industry
• Proficiency in launching CRM campaign/customer journey implementation and experimentation through advanced CRM tools (e.g. Braze, Leanplum, Clevertap, SalesForce)
• Good knowledge of HTML/CSS, scripting, and SQL will be a plus
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions (e.g. Strong knowledge of conducting experimentation and A/B testing)
• Excellent written & verbal communication in English at the business level with strong presentation skills in order to represent the Marketing team in functional meetings
• Ability to work effectively within a high-pressure environment where prioritization is essential

About the team

Mobility Marketing has 20 members divided into the online ride-hailing and logistic marketing teams. Full of diverse backgrounds and locations, we provide the nourishment to sustain our business from the inside out. Our main responsibility is to ensure that we defend our position and continue to grow.

As a CRM, we run all things related to customer engagement and retention across the entire Gojek App. We aim to generate incremental impact from every interaction between our users and the company. How do we ensure this, you ask? By relying heavily on experiments and A/B testing for continuous improvement. Additionally, we collaborate with talented people over in the Product, Marketing, Research, BI, Growth, Analytics, and Creative teams on a daily basis to ensure the alignment of insights, strategy, and business objectives, and to deliver the best user experience possible.

One of our team's biggest obstacles has been understanding our customers' needs and preferences towards our various services and predicting their future behaviors for preventive actions rather than reactive ones. After many weeks of research, collaboration, and trial and error, we figured out that the best way to tackle this issue was to integrate data science and machine learning into our approach, supported by campaign management tools that enable a seamless journey setup. Currently, our team has been busy working on a project surrounding automation and personalization, whose purpose is to enhance our user experience by offering relevant communication to support the larger goal of increasing Gojek's active users.

As a team, we’re concerned with the growth of the company, and each other’s personal growth and well-being, too; we enjoy bonding over our shared love of workout routines, books, movies, and any other hobbies.