Lead, CRM

2 days ago

Petaling Jaya, Selangor, Malaysia BJAK Full time 600,000 - 800,000 per year

Drive Value. Shape Loyalty. Make Every Customer Stay.

At BJAK, we're building Southeast Asia's leading digital insurance platform - and our growth depends on world-class marketing.

The
Lead, CRM & Retention Marketing
is the engine room of customer loyalty and profitability at Bjak. Reporting directly to the Commercial Lead, you will be responsible for designing, building, and optimizing complex, multi-channel campaigns that ensure our customers remain active and renew their policies. Your core focus is on maximizing customer Lifetime Value (LTV) through rigorous A/B testing, strategic lifecycle mapping, and effective cost-of-loyalty management.

Key Responsibilities:

  • Own the full lifecycle management of multi-channel retention campaigns (Email, SMS, Push, In-App), ensuring the right message hits the right customer at critical moments, especially pre-renewal.
  • Design and implement automated customer journeys for core segments, including "Quote Not Bought," "Pre-renewal," "Cross-sell," and "Win-back" programs, ensuring maximum efficiency and conversion.
  • Conduct rigorous experimentation across all campaign components (subject lines, creative, offer value, and timing) to continually maximize open rates, click-through rates, and policy renewal/conversion rates.
  • Develop and execute cross-sell strategies (e.g., multi-product bundling) and manage relationships with loyalty reward partners (e.g., merchandise, gift cards) to enhance customer loyalty and drive multi-product adoption.
  • Manage the financial balance between the "cost of loyalty" (rewards, discounts) and the "incremental value" generated by retained customers, ensuring that all retention activities are profitable and scalable.

The right fit has:

  • 2+ years of hands-on experience in CRM, Retention Marketing, or Digital Campaign Management, preferably within technology, e-commerce, or high-volume subscription business.
  • Ability to move beyond execution to value proposition design, backed by strong proficiency in Excel (Pivot Tables) and Google Analytics for interpreting campaign data.
  • Deep, practical experience building, deploying, and managing complex journeys within a modern CRM platform (e.g., Braze, Salesforce Marketing Cloud, HubSpot, or equivalent).
  • A strong grasp of mobile app ecosystems, including Push Notifications, In-App Messaging, and deep linking, as it relates to customer engagement and retention.
  • Zero tolerance for errors in customer-facing communications and a meticulous approach to campaign setup, QA, and documentation.
  • Familiarity with the entire Growth framework (AARRR) and the strategic importance of retention and referral channels in driving scalable business growth.

Why BJAK:

  • Lead retention marketing for a fast-growing digital insurance platform with global ambitions.
  • Own and optimize customer journeys that directly impact revenue and profitability.
  • Collaborate with cross-functional teams to design innovative campaigns and loyalty programs.
  • Work in a dynamic, data-driven, and high-growth environment.
  • Hybrid work setup in Malaysia, competitive remuneration, and opportunities to scale impact across the business.

About BJAK:

  • Headquartered in Malaysia, BJAK makes financial products affordable, transparent, and accessible. Through and proprietary technologies - including AI-driven engines and custom APIs - we simplify complex services such as insurance and investments for millions of users. Our mission is to transform the financial experience for customers globally through innovation, data-driven insights, and customer-first strategies.

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