Customer Experience Specialist
Blibli · Kota Jakarta Pusat
Sekilas tentang pekerjaan ini
Blibli mencari Customer Experience Specialist untuk mengawasi perjalanan pelanggan, mengaudit pengalaman toko fisik dan digital, serta mengelola program loyalitas dan database pelanggan. Posisi di Kota Jakarta Pusat ini membutuhkan pengalaman minimal 2 tahun dan dimulai dengan kontrak 6 bulan untuk posisi penuh waktu.
Tugas utama
- Membangun mekanisme pelacakan pelanggan, survei kepuasan, NPS, dan program Mystery Shopper.
- Mengaudit alur checkout toko serta menganalisis trafik dan tingkat konversi.
- Merancang dan mengelola program loyalitas serta kampanye retensi pelanggan.
- Memelihara database pelanggan, menganalisis perilaku pembelian, dan menjalankan kampanye CRM.
- Merancang perjalanan pelanggan untuk proses online-to-offline.
Kualifikasi utama
- Minimal 2 tahun pengalaman di CLM, CRM, Retail Customer Experience, atau Trade Marketing.
- Berpengalaman mengelola database pelanggan, melakukan segmentasi audiens, dan merancang program retensi atau loyalitas.
- Keterampilan analitis untuk menginterpretasikan data trafik, metrik NPS, dan perilaku pembelian.
- Berpengalaman memetakan perjalanan pelanggan di toko dan merancang SOP titik kontak.
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Blibli.
Deskripsi pekerjaan
Blibli Electronic is part of Blibli Group — a retail chain specializing in basic and essential electronic needs. We’re expanding nationwide to provide trusted, high-quality products at affordable prices, supported by excellent customer service. Here, you’ll be part of a team that helps customers find solutions for their everyday technology needs — ensuring every store visit reflects Blibli’s promise of quality, care, and reliability.
As Customer Experience Specialist you'll be overviewing the customer’s end-to-end journey and long-term relationship with our brand. This role is responsible for auditing the physical and digital (O2O) store experience, while actively managing our customer database to drive repeat business. You will design and execute Customer Loyalty Management (CLM) programs, transforming one-time walk-in buyers into high-value, retained brand advocates.
What You Will Working On
- Build and manage external customer tracking mechanisms from scratch, including Net Promoter Score (NPS), customer satisfaction survey and regular Mystery Shopper programs.
- Audit physical checkout flow and procedures to reduce order creation time and analyze traffic to accurately measure store conversion rates.
- Design, launch, and manage end-to-end customer loyalty programs. Develop strategic retention campaigns to increase customer lifetime value.
- Own and maintain the central customer database. Analyze purchasing behaviors and segment audiences to deploy CRM campaigns.
- Design the customer journey for online-to-offline handovers.
Qualifications
- Minimum 2+ years of experience in Customer Loyalty Management (CLM), CRM, Retail Customer Experience, or Trade Marketing.
- Proven track record of managing customer databases, segmenting audiences, and designing successful retention/loyalty programs.
- Strong analytical skills to interpret foot-traffic data, NPS metrics, and customer purchasing behaviors.
- Experience mapping physical store customer journeys and designing standard operating procedures (SOPs) for customer touchpoints.
Why You’ll Love Working Here
We believe growth happens when people are empowered to learn, improve, and contribute with confidence. At Blibli, you’ll work with collaborative teams, supportive leaders, and meaningful challenges that help you grow professionally while supporting a larger transformation journey. This is your opportunity to build expertise, make an impact, and continue growth — transforming together.
*this position will start as 6 months contract period for a full-time position