Customer Service · Full-time · Special Region of Jakarta, Indonesia
Overview
BukuWarung is SEA’s fastest growing startup and we are building the digital infrastructure for 60 million MSMEs in Indonesia, enabling them to efficiently manage and grow their business, starting with digital bookkeeping, online storefront & payments. BukuWarung’s vision is to empower 60 million MSMEs in Indonesia to become financially aware and enable them to manage and grow their business using technology.
BukuWarung is backed by top tier VCs globally: Peter Thiel’s Valar Ventures, Goodwater Capital, Y-Combinator, AC Ventures, Quona Capital, East Ventures, Golden Gate Ventures, Rocketship.vc, Tanglin Venture Partners and strategic angel investors from Stripe, PayPal, Plaid, Grab, Gojek, Facebook, AirBnB, Fast, Mastercard etc. From Job Listing:
1- Who is a CRM Specialist [Customer Relationship Management] and what is their role ?
2- As a CRM Specialist what are my job responsibilities?
Ans - Here are a few responsibilities that CRM Specialist at BW can take upon:
Understanding of Our Customers: This is paramount to how we operate. Not just CRM, but all Marketing Team will need to play a part in understanding and obsessing over our customers. The execution of talking to the customers might not be done from the CRM side, but CRM needs to understand our customers to determine what we should communicate on the CRM tools.
Customer Segmentation and Targeting: CRM is all about user segmentation. Define and segment the target audience based on behavior, preferences, and needs or other internal/external researches’ insights. At BW we have multiple options to divide our users. As a CRM Specialist, you need to be able to:
Maintain retention of the users who have shown certain behaviors.
Reactivate or prevent churns when users have shown certain behaviors.
Increase ARPU based on power users’ behaviors.
Product Lifecycle Management: CRM needs to significantly contribute in feature adoption growth, maturity and decline to sustain product relevance and profitability.
Product Positioning and Messaging: Develop clear and compelling messaging for the product, emphasizing its unique value proposition and benefits compared to competitors through CRM channels.
Customer Feedback and Insights: Gather and analyze customer feedback, reviews, and usage data to understand customer satisfaction and make informed product improvements. If our users are not satisfied with any feature/product, connect with the merchants on how to improve and share the feedback with the product team for improvements.
Metrics and Performance Analysis: Establish key performance indicators (KPIs) to measure the success of CRM marketing efforts and use data analytics to optimize CRM marketing strategies and campaigns. Ex- what is the expected clicks for a PN/IAB on a new release etc and how it translates to our north star metrics.
Overall responsibility summary of the role:
Requirement :
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