About the role
AEON Credit Service (M) Bhd is seeking a talented and experienced candidate to lead our Customer Insight & Experience team. In this full-time position based in Bangsar South, Kuala Lumpur, you will play a pivotal role in driving customer-centric initiatives and enhancing the overall experience for our valued clientele.
What you'll be doing
- Driving business opportunities along the customer lifecycle, build strong customer segmentation and customer lifecycle management plans.
- Responsible to develop the integrated retention marketing strategy and manage the retention marketing to increase customer repurchase rates, reduce customer attrition and increase customer lifetime value to secure revenue opportunities.
- Utilize data analytics to improve efficiency and identify new opportunity.
- Effective target segmentation thorough understanding of Consumer Financing market, products features and company direction.
- Builds functional database marketing capability, execute marketing campaigns and improve efficiencies by using best practices in data acquisition, management, marketing and analytics.
- Plans and carries out strategies to improve the cleanliness, breadth and depth of marketing database.
- Cross-Sell products offering across customer database to maximize the customer lifetime value.
- Setting of loyalty program vision and creating a strategic roadmap for overall loyalty strategy.
- Creating and executing loyalty-based marketing programs to increase member engagement and drive purchase behaviour.
What we're looking for
- Minimum 5 years in a leadership role managing customer insights and experience delivery, preferably within financial institution with proven expertise in CDP management, advanced analytics and data-driven segmentation to develop and execute strategic initiatives that enhance customer engagement and drive higher customer lifetime value.
- Demonstrated expertise in customer experience strategy, journey mapping, and data-driven decision making
- Excellent communication and stakeholder management skills, with the ability to influence and drive change
- Strong problem-solving and analytical capabilities, with a keen eye for detail
- Proven track record of leading high-performing teams and fostering a culture of continuous improvement
- Familiarity with relevant regulations, compliance, and industry best practices
