Head of CRM Analytics (Fintech)

HEAD OF CRM ANALYTICS A leading fintech organisation in Indonesia is seeking a Head of Customer Relationship Management Analytics to spearhead the transformation of customer insights into actionable business strategies. This pivotal role offers you the opportunity to shape the future of customer engagement, drive portfolio growth, and enhance retention through advanced analytics and innovative CRM solutions.

What you'll do:

As Head of Customer Relationship Management Analytics, you will play an instrumental role in transforming how the organisation understands its customers by harnessing the power of data-driven insights. Your day-to-day responsibilities will involve developing robust analytical frameworks that guide every stage of the customer journey from acquisition through retention, while collaborating with diverse teams to ensure alignment with strategic goals. By applying advanced segmentation techniques and predictive modelling approaches, you will help unlock new opportunities for engagement and profitability. Success in this position requires not only technical expertise but also strong interpersonal skills to communicate complex findings effectively across departments. Your ability to foster teamwork among analysts and stakeholders alike will be essential as you work together towards maximising customer lifetime value while maintaining healthy portfolio quality.

• Lead the design and execution of comprehensive CRM analytics frameworks to support customer lifecycle management across acquisition, activation, retention, and reactivation stages.
• Develop segmentation models and predictive analytics to identify high-value customers and optimise campaign targeting for improved engagement and profitability.
• Collaborate closely with marketing, product, risk, commercial, data science, and digital teams to align CRM strategies with broader business objectives.
• Oversee the analysis of large-scale customer data sets to uncover actionable insights that inform decision-making on campaign effectiveness and customer behaviour trends.
• Drive continuous improvement in CRM processes by implementing best practices in data management, reporting automation, and performance measurement.
• Champion the use of advanced analytical tools and methodologies such as machine learning models for churn prediction, repayment behaviour analysis, and personalised communication strategies.
• Monitor key performance indicators related to customer growth, retention rates, repayment patterns, and overall portfolio health to ensure targets are met or exceeded.
• Provide mentorship and guidance to a team of analysts while fostering an inclusive culture of collaboration and shared learning.

What you bring:

To excel as Head of Customer Relationship Management Analytics you will bring a wealth of experience from similar roles within fast-paced consumer finance or fintech settings. Your background should reflect deep expertise in leveraging advanced analytics techniques ranging from segmentation modelling to predictive forecasting to drive tangible improvements in customer engagement. In addition to technical acumen with industry standard tools for data analysis and visualisation, your success will depend on your ability to build strong relationships across departments. You will be adept at communicating nuanced insights clearly so they can be acted upon by both technical colleagues and executive stakeholders. Furthermore, your commitment to nurturing talent within your team will help cultivate an environment where everyone feels empowered to contribute ideas openly. A thorough understanding of compliance considerations around data privacy is also essential given the sensitive nature of financial services information.

• Extensive experience in CRM analytics within a large-scale consumer finance or fintech environment where you have demonstrated success in driving measurable business outcomes through data-driven strategies.
• Proven track record in developing segmentation models, predictive analytics solutions, and campaign intelligence frameworks that improve customer engagement metrics.
• Strong proficiency with analytical tools such as SQL, Python or R for data manipulation as well as visualisation platforms like Tableau or Power BI for reporting purposes.
• Deep understanding of customer lifecycle management principles including acquisition tactics, retention strategies, reactivation campaigns, and churn mitigation techniques.
• Excellent interpersonal skills enabling effective collaboration with cross-functional teams including marketing, product management, risk assessment, commercial operations, data science professionals, and digital specialists.
• Demonstrated ability to translate complex analytical concepts into actionable recommendations tailored for both technical audiences and senior business leaders.

What sets this company apart:

This organisation stands out as one of Indonesia’s most respected fintech companies due to its unwavering commitment to responsible lending practices combined with a genuine focus on customer well being. Employees benefit from a culture that prioritises collaboration over competition where knowledge sharing is encouraged at every level and you can balance professional ambitions with personal commitments. The company invests heavily in ongoing training programmes designed not only to keep staff up-to-date with emerging technologies but also to foster long-term career progression within the group. Supportive leadership ensures that every voice is heard regardless of background or tenure; diversity is celebrated here as a source of strength rather than simply a box-ticking exercise. By joining this team you’ll become part of an inclusive network dedicated not just to achieving business goals but also making a positive difference in people’s lives through accessible financial solutions.

What's next:

If you are ready to take your career in CRM analytics to new heights while making a real impact on millions of customers across Indonesia’s thriving fintech sector then we encourage you to apply now!

Apply today by clicking on the link provided next exciting challenge awaits!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.