Head of Usage

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Maxis Full time $60,000 - $180,000 per year

Are you ready to get ahead in your career?

  • We want to empower you to turn your ambitions into achievements.
  • We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
  • Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
  • To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

Base Management (Customer Lifecycle and Value Growth)

  • Develop and execute end-to-end base management strategy, including retention, upsell, cross-sell, win-back, and usage simulation campaigns.
  • Analyse customer segments and lifecycle stages to identify monetisation and engagement opportunities.
  • Use CRM and campaign tools for targeted campaigns and personalization campaigns.
  • Conduct A/B testing and multivariate testing to optimize campaigns.
  • Work with Product teams to align commercial offers with customer needs.
  • Collaborate with Sales, Product, Data and ISD teams to launch and optimise campaigns.
  • Develop and maintain robust customer segmentation (usage behaviour, tenure, revenue contribution, risk score).
  • Enable 360o views and trigger-based targeting. 
  • Ensure compliance with privacy regulations.

Data & Tech Infrastructure Enablement

  • Collaborate with cross-functional teams to integrate CRM, marketing automation, BI tools and MBH portal. 
  • Automate campaign execution processes, leveraging campaign automation tools for increased efficiency and scalability.
  • Leverage in AI/ML model for churn prediction, next-best-offer, next-best-action and personalisation at scale.

Loyalty Program Strategy & Execution

  • Design, enhance and manage loyalty program to drive customer engagement and lifetime value.
  • Define program mechanics, tiers, reward structure and communication plans aligned to brand and commercial goals.
  • Drive acquisition, participation and redemption by offering relevant and differentiated rewards.
  • Ensure integration of loyalty with CVM, digital touchpoints and self-care platforms.

Analytics & Performance Management

  • Use customer insights and data analytics to drive personalisation and ROI-driven decision.
  • Drive test-and-learn methodologies for ongoing performance management.
  • Create dashboards for real-time performance tracking by segment, channel and product.
  • Monitor and report program performance with a focus on ROI, customer engagement metrics, churn and revenue KPIs.

What's next?

  • Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
  • Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

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