Retention Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

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Job Description

We are seeking a strategic, results-driven Retention Manager to lead customer retention initiatives within our Sales & Marketing team at Traveloka. In this role, you will play a critical part in maximizing customer lifetime value (CLV) by developing and executing strategies that foster customer loyalty, improve engagement, and reduce churn in the highly competitive online travel industry.

You will work cross-functionally with teams in Sales, Marketing, Customer Service, and Data Analytics to design personalized customer journeys, deliver impactful retention campaigns, and optimize the post-purchase experience for travelers.

Key Responsibilities:

• Accountable for retaining and cultivating existing customers

• Oversees loyalty marketing and customer relationship management (CRM)

• Strategize and drive cross-sell strategy and execution.

• To design loyalty, incentives, user marketing programs (cross-sell, upsell) to generate more higher value users

• To ensure the quality of our customers, Retention and Loyalty Program

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Requirements

• Minimum 6 to 8 years of experience in marketing, with a strong focus on customer retention, loyalty programs, or lifecycle marketing within the OTA or e-commerce industry.

• Proven track record of developing and executing successful retention strategies that drive measurable business results.

• Experience in CRM web marketing and in App, as well as loyalty marketing

• Strong analytical skills, with expertise in data-driven decision-making, customer segmentation, and predictive modeling.

• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels of the organization.

• Leadership experience, with a demonstrated ability to build and manage high-performing teams.

• Deep understanding of the OTA industry, including customer behavior, market trends, and competitive landscape.

• Experience in budget management, with a focus on maximizing ROI and customer lifetime value.

• Ability to thrive in a fast-paced, dynamic environment with shifting priorities and demands.

• Passionate about delivering exceptional customer experiences and fostering long-term loyalty.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!