CRM Specialist

About the Role

As a CRM Associate, you will support day-to-day CRM operations while contributing to the continuous improvement of CRM processes and engagement channels. This role combines hands-on campaign execution with ownership of channel performance. You will execute CRM campaigns across push notifications, WhatsApp, in-app placements, and promo pages, while also identifying opportunities to improve channel effectiveness over time, including CTR improvement, process optimization, and execution efficiency.

You will be expected to apply structured problem-solving to assess performance, identify gaps, and propose practical improvements. As part of this role, you will work closely with the data science team to support more targeted and personalized CRM initiatives, as personalization becomes a key focus area for the company. You will operate in a fast-paced tech environment and collaborate closely with marketing, brand, business, product, engineering, data, and finance teams to ensure CRM initiatives are executed accurately, on time, and within budget, while maintaining a strong end-user experience.

Having prior experience in analytics and project management, along with a good technical understanding of CRM-related products, and the ability to apply user insights and data-driven decision-making, will be considered highly relevant for this role.

What Will You Do:
• Execute CRM campaign requests from stakeholders across channels (push notifications, WhatsApp, in-app modules, promo pages, etc.)
• Coordinate with marketing, brand, and business teams to understand campaign objectives, targeting requirements, and timelines
• Prepare and share regular campaign performance reports, including basic insights and observations, with stakeholders
• Assess and identify ways to improve CTR, support basic campaign optimization, and flag improvement opportunities
• Work with the data team to improve personalization across CRM channels
• Track and recap CRM channel budgets, including spend per campaign and per channel
• Work closely with the finance team to support marketing budget planning, reconciliation, and reporting
• Ensure campaign execution follows CRM best practices, guidelines, internal processes, and assist in maintaining CRM documentation, trackers, and operational workflows

What You Will Need:
• A Bachelor’s degree, preferably in system information or management with at least 2-4 years of working experience (working in tech or financial service companies is a plus).
• Basic understanding of CRM channels (e.g., push notifications, WhatsApp, in-app messaging, email, or similar)
• Strong attention to detail and ability to manage multiple requests simultaneously
• Good communication skills and confidence in working with multiple stakeholders
• Experience working with cross-functional teams and stakeholders (e.g., Business, Product, Marketing Engineering, Operations).
• An analytical, data-driven, quantitative mindset; a love for digging into data to understand what’s happening and to define & measure success on every project, with the ability to use data and metrics to justify requirements and features.
• Excellent communication skills with the ability to craft strategy, insights, priorities, and plans forward into a structured and organized storyline
• Bonus: exposure to analytics tools, CRM platforms, or marketing automation tools

About the Team

Join the GoPay team, a hub of innovation and collaboration, to revolutionize everyday experiences at scale, while embracing a culture that values creativity and meaningful impact. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone has access to high quality financial services. If you have the curiosity, passion for technology, and collaborative spirit work with us and let's solve the problems with technology.

About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.

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