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Riki A. — Senior CRM and Customer Retention Specialist from Indonesia

Riki A.

Senior CRM and Customer Retention Specialist

Indonesia 6+ years
Open to offersNew to Platform
Languages
EnglishIndonesian
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About

Riki A. is a highly skilled CRM & Customer Retention Specialist with over 15 years of experience spanning auto-finance, beauty retail, subscription education, and mall management. Based in South Jakarta, Indonesia, he has a proven track record in leveraging customer operations to drive business growth. Over the last nine years, Riki has excelled in CRM, loyalty, and retention initiatives, transforming passive customer databases into active repeat business using RFM segmentation and multi-channel campaigns. His expertise extends to building robust Power BI dashboards, managing SQL Server data pipelines, and operating multi-platform CRM systems such as Microsoft Dynamics 365, Oracle Magento, Shopify, and Odoo. Riki has been instrumental in safeguarding data integrity and leading system migrations across diverse sectors, demonstrating an ability to generate insights that enhance loyalty and reduce churn. As a consultant, he advises SMEs on optimizing their customer engagement strategies, showcasing his deep understanding of both strategic and technical aspects of customer relationship management.

Experience

  • Independent CRM & Retention Consultant / Founder

    Nalar Digital ID · 2026 — Present
    Consults with SMEs in the beauty, retail, and F&B sectors to activate dormant customer databases through methods such as CRM audits, RFM segmentation, and WhatsApp-based retention campaigns.

  • CRM Specialist

    Bussan Auto Finance (BAF) · 2024 — 2026
    Oversees customer databases, ensuring their accuracy and integrity across various financing products. Develops Power BI dashboards for customer monitoring and executes data extraction/import pipelines using SQL Server.

  • Customer Relationship Management Officer

    PT Asia Bandar Alam – L'Occitane · 2022 — 2024
    Managed loyalty system operations, successfully enhancing the quantity and quality of the loyal-customer base. Utilized multi-platform CRM and e-commerce systems, including Oracle Magento, Shopify, and Odoo.

  • CRM & Business Infrastructure Officer

    PT Benesse Indonesia · 2019 — 2022
    Acted as the person-in-charge for a comprehensive CRM system migration, while overseeing website and application management. Conducted research and forecasting to improve customer payment and retention ratios.

  • Event Promotion & CRM Officer

    PT Mitra Perdana Nuansa · 2017 — 2019
    Joined as the first CRM hire on the pre-opening team, responsible for establishing the mall's customer loyalty system from the ground up. Managed digital media for promotional events.

  • Customer Service Leader, promoted to Tenant Relations & Visual Art

    Lippo Malls Indonesia · 2011 — 2017
    Advanced through a structured career path while handling customer complaints, satisfaction programs, and managing the membership database along with marketing communications for customers and tenants.

Skills & Expertise

Digital MarketingCRMCRM ManagementCustomer ServiceData Analyst

Education

  • Bachelor of Science (B.Sc.), Information Systems
    UNIBI (Universitas Informatika dan Bisnis Indonesia) · — — 2015