CRM and Retentions Manager

CRM & Retention Manager

Drive Loyalty. Shape Customer Value. Maximize Lifetime Revenue.

At BJAK, we're on a mission to make insurance and financial services more accessible, affordable, and inclusive across Southeast Asia. As the region's leading digital insurance platform, long-term growth depends not only on acquisition but on how well we retain, engage, and grow the value of our customers.

TheCRM & Retention Manageris a strategic, high-impact role responsible for owning customer lifecycle strategy, driving retention and engagement, and maximizing Customer Lifetime Value (CLV) through data-driven CRM initiatives.

You will sit at the intersection of data, marketing, product, and customer experience turning insights into scalable programs that build loyalty and long-term revenue.

What You'll Be Responsible For

CRM & Customer Lifecycle Strategy

1. Define and own end-to-end CRM and retention strategy across the full customer lifecycle onboarding, activation, engagement, retention, and reactivation.
2. Set clear goals and KPIs to drive repeat usage, policy renewals, cross-sell, and long-term CLV growth.
3. Develop frameworks, playbooks, and processes to systematically reduce churn and improve customer engagement across BJAK's products.

Retention & Engagement Campaigns

1. Design, execute, and optimize CRM campaigns across email, push notifications, in-app messaging, WhatsApp, and other owned channels.
2. Build targeted lifecycle, behavioral, and segmented campaigns that improve activation, retention, and conversion.
3. Continuously test, iterate, and optimize campaigns based on performance data and customer insights.

Data, Insights & Commercial Impact

1. Analyze customer behavior, cohorts, funnel drop-offs, and usage patterns to identify risks and growth opportunities.
2. Translate data into actionable insights for upsell, cross-sell, renewals, and win-back strategies.
3. Track and report CRM performance against growth KPIs (retention rate, churn, CLV, repeat purchase, ROI).
4. Own CRM experimentation, A/B testing, and performance optimization.

Cross-Functional Collaboration

1. Partner closely with Marketing to align CRM initiatives with broader acquisition and brand campaigns.
2. Work with Product teams to improve onboarding flows, product adoption, and feature utilization.
3. Collaborate with Customer Support and Operations to resolve friction points and improve end-to-end customer journeys.
4. Act as the voice of the customer internally, advocating for improvements that enhance loyalty and value.

Customer Experience & Relationship Management

1. Develop structured feedback loops to capture customer insights and pain points.
2. Support initiatives that educate customers and help them maximize value from BJAK's products.
3. Ensure CRM communication is relevant, timely, compliant, and aligned with BJAK's brand voice.

What You'll Need to Succeed

• 57 years of experience in CRM, Retention, Customer Success, or Lifecycle Marketing within fintech, insurance, e-commerce, or high-growth B2C platforms.
• Proven track record of improving retention, engagement, renewal rates, or CLV.
• Strong analytical skills with hands-on experience in CRM tools, segmentation, cohort analysis, and performance measurement.
• Experience running multi-channel CRM programs and lifecycle campaigns at scale.
• Ability to work cross-functionally and influence Product, Marketing, Data, and Operations teams.
• Strong communication skills with the ability to present insights and recommendations clearly to leadership.

Why Join BJAK

• Own and lead customer retention strategy for Southeast Asia's largest digital insurance platform.
• Directly impact customer loyalty, lifetime value, and long-term revenue growth.
• Work in a fast-growing, tech-driven environment with regional exposure.
• Hybrid working setup in Malaysia with competitive compensation.
• Clear ownership, high visibility, and strong career progression opportunities