Lead, CRM Retention Marketing

📋 Description

• • BJAK is seeking a visionary Lead, CRM & Retention Marketing to spearhead our efforts in driving customer value, shaping unwavering loyalty, and ensuring every customer remains with us for the long term. As a global leader in building superior application platforms, our mission at BJAK is to foster successful businesses while making society more efficient through cutting-edge technology. We pioneered the first and leading insurance platform in Southeast Asia, successfully digitizing the industry and now serving over 8 million users across the region. Our journey continues as we expand into new, superior applications, increasingly integrating Artificial Intelligence to unlock further potential. Our team is characterized by its exceptional talent, high motivation, and a relentless focus on engineering and product excellence within a refreshingly flat organizational structure. Every team member is expected to be hands-on, contributing directly and significantly to the company's overarching mission.
• • In this pivotal role, you will be instrumental in owning the complete lifecycle management of our multi-channel retention campaigns. This encompasses Email, SMS, Push Notifications, and In-App Messaging, ensuring that the most relevant message reaches the right customer at the most critical junctures, with a particular emphasis on the crucial pre-renewal period. Your strategic vision will be key in designing and implementing sophisticated automated customer journeys tailored for our core customer segments. These journeys will include critical pathways such as 'Quote Not Bought,' 'Pre-renewal,' 'Cross-sell,' and 'Win-back' programs, all meticulously crafted to maximize efficiency and drive conversion rates.
• • A significant part of your responsibility will involve conducting rigorous experimentation across all facets of our campaigns. This includes A/B testing subject lines, creative assets, offer values, and campaign timing, with the ultimate goal of continuously maximizing open rates, click-through rates, and, most importantly, policy renewal conversion rates. You will be tasked with developing and executing innovative cross-sell strategies, such as multi-product bundling, and will actively manage relationships with our loyalty reward partners. These partnerships, which may include merchandise and gift card providers, are essential for enhancing overall customer loyalty and encouraging multi-product adoption, thereby deepening customer relationships and lifetime value.
• • Furthermore, you will be responsible for meticulously managing the financial equilibrium between the 'cost of loyalty' – encompassing rewards, discounts, and partner incentives – and the 'incremental value' generated by our retained customers. This ensures that every retention initiative is not only effective but also demonstrably profitable and scalable for sustainable business growth. Your ability to analyze and interpret campaign performance data will be paramount in making informed decisions to optimize spend and maximize ROI.
• • This role offers a unique opportunity to lead retention marketing for a rapidly expanding digital insurance platform with significant global ambitions. You will have the autonomy to own and optimize customer journeys that have a direct and measurable impact on revenue and profitability. Collaboration will be a cornerstone of your work, as you partner with cross-functional teams, including Product, Engineering, and Data Science, to design and implement groundbreaking campaigns and loyalty programs. You will thrive in a dynamic, data-driven, and high-growth environment where innovation is encouraged and rewarded. BJAK offers a hybrid work setup in Malaysia, competitive remuneration, and unparalleled opportunities to scale your impact across the entire business. If you are passionate about customer loyalty, data-driven marketing, and making a tangible difference in a fast-paced tech environment, we encourage you to apply.