CRM and Retentions Manager
On-site · Petaling Jaya, Selangor, Malaysia
Job Summary
Drive end-to-end CRM and retention strategy across the customer lifecycle, including onboarding, activation, engagement, retention, and reactivation. Define goals and KPIs to boost repeat usage, policy renewals, cross-sell, and CLV. Develop frameworks and campaigns across email, push, in-app, and WhatsApp to improve activation, retention, and conversion. Analyze customer behavior and funnel data to identify risks and opportunities, and translate insights into upsell/renewal strategies. Collaborate with Marketing, Product, Customer Support, and Operations to enhance onboarding flows, product adoption, and customer journeys. Ensure CRM communications are relevant, timely, compliant, and aligned with the brand. Hybrid working setup in Malaysia.
Required Qualifications
- 5–7 years of CRM, Retention, Customer Success, or Lifecycle Marketing experience in fintech/insurance/e-commerce or high-growth B2C platforms
- Proven track record of improving retention, engagement, renewal rates, or CLV
- Strong analytical skills with experience in CRM tools, segmentation, cohort analysis, and performance measurement
- Experience running multi-channel CRM programs and lifecycle campaigns at scale
- Ability to work cross-functionally and influence Product, Marketing, Data, and Operations teams
- Strong communication skills for leadership presentations
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