Job ID: MJ000388

About Traveloka

Traveloka is Southeast Asia's leading travel and lifestyle super-app. We connect tens of millions of travellers across the region with flights, hotels, experiences, financial services, and more — all from a single platform. Since our founding in 2012, we have expanded to eleven markets, processed billions of dollars in transactions, and built one of the most recognised consumer brands in the region.

We move fast because the region demands it. Southeast Asia is young, mobile-first, and growing faster than almost anywhere else on earth. We are not transplanting a Western playbook — we are writing a new one, from scratch, for a market that does not look like anywhere else — and we are calling for people who want to be part of that.

About the Team

We are the team that turns a first booking into a lifetime of travel. Within Marketing, Retention and Loyalty owns the relationship after the sale — the CRM journeys, lifecycle campaigns, and loyalty program that keep millions of Southeast Asian travellers coming back to Traveloka for their next flight, hotel, and adventure. We obsess over the moments most marketers ignore: the win-back, the second trip, the reason a customer chooses us again.

Here you work with rich behavioural data across 11 markets, design experiments that move retention and repeat rate, and ship them fast. You will see your CRM flows and loyalty mechanics reach real travellers within days, then read the numbers and tune again. If you think in cohorts and customer lifetime value, and you want your loyalty ideas live at regional scale, this is where you build them.

We are looking for a data-driven individual to design, execute, and optimize engagement strategies across the full customer lifecycle. Combine behavioral and transactional data with consumer psychology to design incentive structures, run experiments, and translate insights into initiatives that grow Customer Lifetime Value (CLV), lower Customer Acquisition Cost (CAC), and protect program profitability. This role partners closely with Product, Data, CRM, Marketing, Finance, and Legal to bring lifecycle initiatives from concept to measurable impact.

Job Description

• Lifecycle Strategy & Planning: Support the design of engagement strategies tailored to each user lifecycle stage from acquisition, growth to churn— setting clear objectives and KPIs (e.g., CVR, CAC, redemption rate, incremental revenue) for each initiative.
• Rewards & Incentive Design: Develop and refine incentive mechanics (sign-up bonuses, referral schemes, tier structures, points, coupons, cashback) that balance acquisition and retention goals with program profitability, and partner with commercial teams on vendor perks and partnerships where relevant.
• Segmentation & Personalization: Use behavioral, transactional, and RFM-based segmentation to tailor incentives, messaging, and journeys for distinct user cohorts, from new users to high-value and at-risk members.
• Retention, Churn Prevention & Reactivation: Build early-warning triggers to flag at-risk users, and design win-back and reactivation campaigns to reduce churn and recover lapsed customers.
• Campaign Execution & Optimization: Launch, monitor, and optimize incentive-led campaigns (coupons, promo codes, missions, gamification) across owned channels, ensuring rewards are effectively merchandised and visible at key touchpoints.
• Experimentation & Analytics: Design and run A/B tests on incentive positioning, value sizing, and messaging; build models to evaluate impact on CAC, CLV, churn, and repeat usage; monitor for fraud or abuse in incentive programs.
• Reporting & Governance: Track core lifecycle KPIs (retention, churn, MAU/DAU, redemption rate, campaign ROI) and translate data insights into stakeholder reporting and actionable recommendations.
• Cross-Functional Collaboration & Market Intelligence: Partner with Product, Data, Engineering, CRM, Marketing, Finance, and Legal to align on goals and ensure programs are commercially sound and compliant; monitor OTA and loyalty industry trends to identify new growth opportunities.

Requirements

• Minimum 3–5 years of experience in growth marketing, loyalty/CRM, product management, or revenue management, ideally in tech, e-commerce, or OTA/travel platforms.
• Bachelor's degree in Business, Economics, Engineering, or a related field; MBA is a plus.
• Hands-on experience with data and analytics tools (e.g., SQL, Tableau, Google Analytics, Excel, or similar); comfortable building and interpreting behavioral or financial models.
•  Experience designing or executing incentive mechanics (e.g., rewards, tier structures, coupons, cashback, referral programs) and measuring their impact on CAC, retention, or CLV.
• Strong analytical skills, with expertise in customer segmentation, cohort analysis, and data-driven decision-making.
• Experience managing digital marketing or CRM channels, including campaign execution, optimization, and ROI reporting.
• Strong communication and stakeholder management skills, with the ability to collaborate cross-functionally across Product, Data, Marketing, Finance, and Legal.
• Comfortable balancing strategic thinking with hands-on execution in a fast-paced, dynamic environment.
• Deep understanding of the OTA industry, including customer behavior, market trends, and competitive landscape.