CRM Executive Transport Marketing

As our CRM Marketing lead, you’ll take the wheel in managing the CRM transport team across countries (Indonesia and Singapore) 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 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 Indonesia market through scalable, personalized, relevant, and contextual communication and increase in the engagement and retention of our users.

Mobility Marketing has 20 members divided into the online ride hailing and logistic marketing team. 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 the 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 in increasing Gojek 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.