CRM Analyst

About Amartha

At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We’ve supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.

About the Role

The CRM Analyst in the Marketing Team plays a key role in optimizing customer engagement and driving conversions. This role involves managing CRM operations, analyzing user behavior, and generating insightful reports to enhance campaign performance. The ideal candidate will have a strong analytical mindset, experience with CRM tools, and a data-driven approach to improving customer retention and revenue growth.

Responsibilities

CRM Execution:

• Implement and manage CRM campaigns across multiple channels (Email, WhatsApp, Push Notifications, etc.) to drive user engagement and conversions.
• Ensure seamless execution of customer journeys, including onboarding, retention, and reactivation flows.
• Maintain CRM databases, ensuring data accuracy and compliance with best practices.
• Conduct A/B testing and optimize messaging, timing, and targeting for better performance.

Campaign Planning:

• Develop CRM strategies to improve customer retention, conversion rates, and lifetime value.
• Collaborate with marketing, product, and data teams to define audience segmentation and personalization approaches.
• Design and refine automated customer journeys to enhance the user experience.
• Stay updated on CRM trends, tools, and best practices to improve campaign effectiveness.

CRM Performance & Analysis:

• Monitor and analyze CRM campaign performance, providing insights and recommendations for optimization.
• Create and maintain reports and dashboards to track key CRM metrics (open rates, CTR, conversion rates, etc.).
• Identify trends in customer behavior and recommend strategies to improve engagement and revenue.
• Continuously test, measure, and refine CRM initiatives to maximize impact.

Content and Communication:

• Collaborate with creative teams to create content that supports campaign needs and business goals.
• Ensure content aligns with the campaign objectives and tone across all communication channels and touchpoints.

• Bachelor’s degree in Marketing, Communications, Business, or a related field (preferably).
• More than 2 years of experience in marketing, CRM, digital marketing, or customer engagement roles. Experience in Fintech, Financial Services, or Tech companies will be a plus.
• Proficiency in CRM tools (e.g., Mailchimp, HubSpot, Clevertap, or similar).
• Strong analytical skills with experience in data analysis, segmentation, and reporting.
• Strong data analysis skills, including experience with Excel, Google Sheets, and reporting tools.
• Ability to craft compelling and personalized messaging for different customer segments.
• Ability to analyze campaign performance and customer data to generate actionable insights.
• Strong verbal and written communication skills for cross-functional collaboration.
• Ability to manage multiple projects and meet tight deadlines.

At Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives—shaped by factors such as gender, age, race, ethnicity, education, culture, and life experiences—drive innovation and growth.

We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.