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.
The CRM & Retention Manager is 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
- Define and own end-to-end CRM and retention strategy across the full customer lifecycle onboarding, activation, engagement, retention, and reactivation.
- Set clear goals and KPIs to drive repeat usage, policy renewals, cross-sell, and long-term CLV growth.
- Develop frameworks, playbooks, and processes to systematically reduce churn and improve customer engagement across BJAK's products.
Retention & Engagement Campaigns
- Design, execute, and optimize CRM campaigns across email, push notifications, in-app messaging, WhatsApp, and other owned channels.
- Build targeted lifecycle, behavioral, and segmented campaigns that improve activation, retention, and conversion.
- Continuously test, iterate, and optimize campaigns based on performance data and customer insights.
Data, Insights & Commercial Impact
- Analyze customer behavior, cohorts, funnel drop-offs, and usage patterns to identify risks and growth opportunities.
- Translate data into actionable insights for upsell, cross-sell, renewals, and win-back strategies.
- Track and report CRM performance against growth KPIs (retention rate, churn, CLV, repeat purchase, ROI).
- Own CRM experimentation, A/B testing, and performance optimization.
Cross-Functional Collaboration
- Partner closely with Marketing to align CRM initiatives with broader acquisition and brand campaigns.
- Work with Product teams to improve onboarding flows, product adoption, and feature utilization.
- Collaborate with Customer Support and Operations to resolve friction points and improve end-to-end customer journeys.
- Act as the voice of the customer internally, advocating for improvements that enhance loyalty and value.
Customer Experience & Relationship Management
- Develop structured feedback loops to capture customer insights and pain points.
- Support initiatives that educate customers and help them maximize value from BJAK's products.
- 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 opportunitie
