Head of Customer Relationship Management

Company Description: Traveling itu tak hanya menyenangkan, tapi juga bisa memberikan banyak pengalaman berharga dalam kehidupan. Walaupun begitu, tak sedikit orang yang menganggap traveling itu aktivitas outdoor yang ribet, karena banyaknya hal-hal yang harus dihadapi, Mulai dari permasalahan saat packing, hingga problem yang biasa ditemui ketika perjalanan. Bermula dari keresahan itulah, dua pemuda asal Bandung, Ben Wirawan dan Hanafi Salman, mencoba mencari solusi atas berbagai kekhawatiran serta kesulitan yang biasa ditemui orang saat traveling. Lalu pada tahun 2015, keduanya sepakat mendirikan Torch. Seperti arti pada namanya yaitu “obor”, Torch diharapkan dapat menjadi cahaya penerang dalam setiap permasalahan yang dialami traveler melalui produk tas dan perlengkapan traveling yang tak hanya simple, tapi juga inovatif, sehingga praktis digunakan dalam setiap momen perjalanan. Melalui berbagai inovasi fitur yang fungsional dan desainnya yang stylish, serta teknologi kualitas bahan tas yang lebih ringan namun lebih kuat, kini Torch tak hanya memenuhi kebutuhan traveling, tapi juga tumbuh lebih besar dengan memberikan kemudahan serta memecahkan masalah dalam berbagai segi kehidupan, mulai dari aktivitas urban traveling, hingga ke aktivitas harian seperti kuliah dan bekerja. Job Description: We are seeking an experienced and strategic CRM Head to lead our customer relationship management efforts. The ideal candidate will be a visionary leader with a deep understanding of email marketing, website customer journey automation, and proficiency in utilizing CRM tools such as Klaviyo. A strong commitment to continuous learning, customer-centric thinking, and staying at the forefront of CRM concepts is essential for this role. - Develop and execute a comprehensive CRM strategy that aligns with our business goals and focuses on enhancing customer relationships and loyalty.

• Lead and mentor a team responsible for creating and managing email marketing campaigns, utilizing website customer journey automation, and ensuring effective use of CRM tools.
• Leverage Klaviyo or similar CRM platforms to segment customer data and design targeted marketing campaigns that resonate with different customer segments.
• Oversee the analysis of customer data using statistical techniques and tools to identify trends, patterns, and correlations.
• Monitor and analyze key performance metrics, translating data insights into actionable strategies to optimize customer engagement and retention.
• Develop and implement strategic marketing campaigns based on insights derived from customer data.
• Define target audience segments, messaging strategies, and campaign goals aligned with business objectives.
• Collaborate closely with cross-functional teams, particularly marketing and sales, to ensure a seamless customer experience across all touchpoints.
• Drive the creation of personalized content and experiences that add value to the customer journey and align with customer-centric principles.
• Stay up-to-date with industry trends, emerging technologies, and best practices in CRM to continually evolve and innovate our CRM approach.
• Establish and maintain strong relationships with external partners and vendors to leverage the latest CRM tools and solutions.