Bjakcareer
Lead, CRM & Retention Marketing
1w ago
WorldwideLeademail marketingsmspush notificationscampaign managementautomation
Lead lifecycle management and optimization of multi-channel CRM retention marketing campaigns to drive customer loyalty and conversions.
Responsibilities
- Own the full lifecycle management of multi-channel retention campaigns (Email, SMS, Push, In-App), ensuring the right message hits the right customer at critical moments, especially pre-renewal.
- Design and implement automated customer journeys for core segments, including "Quote Not Bought," "Pre-renewal," "Cross-sell," and "Win-back" programs, ensuring maximum efficiency and conversion.
- Conduct rigorous experimentation across all campaign components (subject lines, creative, offer value, and timing) to continually maximize open rates, click-through rates, and policy renewal/conversion rates.
- Develop and execute cross-sell strategies (e.g., multi-product bundling) and manage relationships with loyalty reward partners (e.g., merchandise, gift cards) to enhance customer loyalty and drive multi-product adoption.
- Manage the financial balance between the "cost of loyalty" (rewards, discounts) and the "incremental value" generated by retained customers, ensuring that all retention activities are profitable and scalable.
Other
- About BJAK
- We build superior application platforms globally with the mission of creating successful businesses while contributing positively to society by making it more efficient.
- We developed the first and leading insurance platform in Southeast Asia to digitize the insurance industry. The platform currently serves over 8 million users across the region.
- We are continuing our mission by building new, superior applications in emerging use cases as applications become increasingly integrated with AI.
- Our team is densely talented, highly motivated, and focused on engineering and product excellence within a very flat organization. All members are expected to be hands-on and to contribute directly to the company’s mission.
- 2+ years of hands-on experience in CRM, Retention Marketing, or Digital Campaign Management, preferably within technology, e-commerce, or high-volume subscription business.
- Ability to move beyond execution to value proposition design, backed by strong proficiency in Excel (Pivot Tables) and Google Analytics for interpreting campaign data.
- Deep, practical experience building, deploying, and managing complex journeys within a modern CRM platform (e.g., Braze, Salesforce Marketing Cloud, HubSpot, or equivalent).
- A strong grasp of mobile app ecosystems, including Push Notifications, In-App Messaging, and deep linking, as it relates to customer engagement and retention.
- Zero tolerance for errors in customer-facing communications and a meticulous approach to campaign setup, QA, and documentation.
- Familiarity with the entire Growth framework (AARRR) and the strategic importance of retention and referral channels in driving scalable business growth.
- Lead retention marketing for a fast-growing digital insurance platform with global ambitions.
- Own and optimize customer journeys that directly impact revenue and profitability.
- Collaborate with cross-functional teams to design innovative campaigns and loyalty programs.
- Work in a dynamic, data-driven, and high-growth environment.
- Hybrid work setup in Malaysia, competitive remuneration, and opportunities to scale impact across the business.