Executive, CRM

3 days ago

KL Sentral Redstation, Malaysia AirAsia Full time 40,000 - 60,000 per year


Job Description

We are looking for a proactive, data‑driven CRM Executive to support end‑to‑end customer engagement initiatives. You will work hands‑on with data every day: pulling and cleaning reports, analyzing campaign and customer behavior, and turning findings into clear insights and recommendations. You'll execute and optimize multi‑channel campaigns based on these insights, partnering with cross‑functional teams to deliver personalized marketing that deepens customer relationships, improves retention, and enhances the AirAsia Move experience.

Key Responsibilities:

Campaign Execution:

  • Set up, launch, and monitor multi-channel CRM campaigns targeting various Lines of Business (LoBs).

  • Coordinate with internal stakeholders and partners to ensure campaigns align with business goals and brand guidelines.

Channel Expansion & Innovation:

  • Support the exploration and testing of new communication channels and engagement tools.

Analytics, Reporting & Insights:

  • Build regular and ad hoc reports on customer behavior, transactions, and campaign performance.

  • Interpret data to identify trends, risks, and opportunities.

  • Present clear insights and actionable recommendations to stakeholders to improve future initiatives.

Automation & Optimization:

  • Set up, optimize, and monitor marketing automation workflows and trigger‑based campaigns.

  • Identify improvement areas and recommend solutions to enhance automation efficiency and customer journeys.

Customer Journey Mapping & Documentation:

  • Help map, document, and visualize end‑to‑end customer journeys using flowcharts or journey design tools.

  • Keep journey documentation accurate and updated to support optimization, troubleshooting, and scaling.

Testing & Experimentation:

  • Help design and execute A/B and simple multivariate tests to evaluate campaign effectiveness and user experience changes.

  • Analyze test outcomes, extract insights, and document learnings to refine strategies and drive better results.

Requirements:

Language & Communication:

  • High proficiency in English, with strong written and verbal communication skills to clearly convey strategies, insights, and recommendations.

Analytical & Technical Skills:

  • Strong numerical and analytical skills, comfortable working with data sets and reports.

  • Proficiency with spreadsheets (for example Google Sheets) including basic formulas and pivot tables.

  • High attention to detail and a structured approach to problem solving.

Collaboration & Teamwork:

  • Comfortable working in cross‑functional teams and collaborating with diverse stakeholders.

  • Strong interpersonal skills and a solution-oriented mindset.

Good to Have:

Technical & Tool Expertise:

  • Experience with Marketing Automation Platforms such as CleverTap, Emarsys, or MoEngage.

  • Experience with Google Workspace, especially Google Sheets and Google Apps Script.

  • Hands‑on experience using tools like Postman for API testing and validation.

  • Basic experience with SQL or BI/reporting tools is a plus.

  • A degree in Marketing, Business Administration, Programming/Engineering, or a related field is advantageous.

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