Deskripsi Pekerjaan
Pakuwon Group, a premier developer and leader in the Indonesian retail and property sector, is seeking a visionary and strategic Head of Loyalty Program to lead our customer engagement initiatives in Surabaya. As the heartbeat of our commercial properties, you will be responsible for conceptualizing, executing, and optimizing loyalty programs that drive foot traffic, enhance customer lifetime value, and elevate the shopping experience across our portfolio of premium malls.
In this high-impact role, you will act as the bridge between data-driven marketing strategies and operational excellence on the ground. You will oversee the end-to-end implementation of loyalty campaignsâranging from exclusive mall rewards and 'Buy 1 Get 1' initiatives to tactical shopping eventsâwhile managing the performance of concierge and operational teams to ensure a seamless customer journey. If you are a seasoned loyalty marketing professional with a passion for retail excellence and data-backed decision-making, we invite you to help us redefine the loyalty landscape in Surabaya.
Tanggung Jawab
- Develop and execute comprehensive loyalty strategies aligned with Pakuwon Group's overarching commercial and retail business objectives.
- Monitor and analyze the performance of various loyalty program mechanics (STUD, BOGO, tier-based rewards) to maximize consumer engagement and spending.
- Lead and mentor the operational staff and concierge teams across all mall locations to ensure consistent brand delivery and loyalty program execution.
- Collaborate with cross-functional teams, including marketing, digital, and retail operations, to streamline redemption processes and member benefits.
- Conduct regular audits of customer data to derive actionable insights, identifying trends and opportunities to improve retention and acquisition.
- Manage end-to-end campaign lifecycles, ensuring timely execution, budget management, and precise reporting of KPIs.
- Troubleshoot operational bottlenecks at concierge counters to improve member satisfaction and operational efficiency.
Kualifikasi
- Bachelorâs degree in Marketing, Business Administration, or a related field (Masterâs degree is a plus).
- Minimum of 5-7 years of experience in loyalty program management, customer relationship management (CRM), or retail marketing.
- Proven track record of scaling loyalty programs and managing large-scale promotional activations within a retail or mall environment.
- Strong leadership skills with the ability to manage distributed teams across multiple physical locations.
- Deep analytical proficiency, including experience with CRM software, data visualization, and loyalty platform technology.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
- High attention to detail with an operations-oriented mindset, comfortable working in a fast-paced property management environment.