Assistant Manager, CRM

1 week ago

Petaling Jaya, Selangor, Malaysia GrabTaxi Holdings Pte. Ltd. Full time

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to Know the Team

This Regional CRM role is part of a dynamic team driving the growth of all of Grab's business segments—Consumer, Partners, and Enterprise—across Grab markets in Southeast Asia. The team collaborates with various internal departments such as Regional Marketing, Product Marketing, and Data Science to plan and execute complex lifecycle automation programs. They leverage multiple marketing channels, both in-app and off-app, to achieve their goals.

Get to Know the Role

In this role, you will support efforts to partner with external agencies for production work and serve as an internal Subject Matter Expert (SME) for local country support. The focus is on driving increased Partner engagement and growing the Enterprise business. You will report to the CRM Manager and work onsite in Petaling Jaya.

The Critical Tasks You Will Perform

  1. You will take end-to-end ownership of CRM lifecycle campaigns, including planning target audiences, content strategy, and user journeys, as well as testing and launching campaigns across multiple channels like email, SMS, Push, and In-App communications.
  2. You will collaborate with the Data Science team to ensure the successful launch and maintenance of live campaigns and conduct in-depth analysis of campaign results.
  3. You will act as a Subject Matter Expert for the CRM team, engaging with key stakeholders to recommend best practices, experiment, scale up campaigns, and provide updates on CRM capabilities and priorities.
  4. You will adopt a data-driven approach to identify growth opportunities for the B2B business, working closely with Regional Marketing and the B2B Business Unit to align on comprehensive marketing and CRM strategies.
  5. You will collaborate with Product Marketing Managers to support new product and feature launches and drive feature adoption among the customer base.
  6. You will review the accuracy of communications, including copy, product information, and terms & conditions.
  7. You will be responsible for monitoring and managing all daily email campaigns, focusing on operations and performance.
  8. You will champion and execute a personalized and one-to-one communication approach, always keeping the customer-centric mindset in focus.

What Essential Skills You Will Need

  1. Bachelor's Degree in Computer Science, Engineering, Marketing, or Digital Media.
  2. Proven experience in leading the design, development, testing, and launch of complex CRM or marketing lifecycle campaigns.
  3. Familiarity with multi-channel communications, including Push, SMS, In-App, and Email.
  4. Proficient in analyzing data to identify trends and patterns, understanding their impact on business and marketing objectives.
  5. Hands-on experience in building, developing, and deploying lifecycle automation such as Salesforce Marketing Cloud, Pardot, Responsys, Adobe, or Eloqua.
  6. Expertise in engaging with various internal stakeholders and teams, effectively interacting with both senior and working-level stakeholders.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

  • We have your back with Term Life Insurance and comprehensive Medical Insurance.
  • With GrabFlex, create a benefits package that suits your needs and aspirations.
  • Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave.
  • We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
  • Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours.

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

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