Assistant Manager CRM

Grab; Petaling Jaya; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading Southeast Asian superapp is seeking a Marketing Campaign Specialist to manage CRM lifecycle campaigns. This onsite role in Petaling Jaya requires extensive marketing strategy experience and a strong understanding of customer engagement. The ideal candidate will collaborate with cross-functional teams to analyze performance and optimize campaigns. Life at the company includes extensive benefits such as medical insurance, flexible working arrangements, and initiatives to support personal well-being and community involvement.

Benefits

Term Life Insurance

Medical Insurance

Flexible work arrangements

Parental leave

Volunteer leave

Qualifications

• 5+ years of experience in Marketing or Business Strategy with measurable results.
• Experience with B2C customer lifecycle.
• Strong project management and stakeholder engagement skills.

Responsibilities

• Manage online marketing strategies for lifecycle campaigns.
• Collaborate with Data Science for campaign analysis.
• Drive growth opportunities for financial services.

Skills

Marketing

Business Strategy

Data Analysis

Project Management

Stakeholder Engagement

CRM Automation Tools

Multi-channel Communication

Education

Bachelor's Degree in Marketing or related field

Tools

Salesforce Marketing Cloud

Pardot

Adobe

Job description

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

The CRM team owns the data-driven customer experience for Grab consumers, delivery partners, and merchants across South East Asia. The team develops personalized strategy across email, SMS, push notifications, in-app messaging, and other marketing channels. The team also plays a crucial role in extending personalization strategy into our product and service channels.

Get to Know the Role

You will develop, implement and manage online marketing strategies with regard to lifecycle campaigns that help to bring growth and retention across all products or services. We use owned, paid channels like SMS and Whatsapp and tools to reach and engage with our App users and Partners. You will report to the CRM Manager and work onsite in Petaling Jaya.

The Critical Tasks You Will Perform

• You will take end-to-end ownership of CRM lifecycle campaigns. These campaigns include defining target audiences, content strategy, and user journeys. Additionally, you will be responsible for testing and executing campaign launches across multiple channels, such as email, SMS, Push, and In-App communications.
• You will deliver personalized and one-to-one communication approach, always keeping the customer-centric mindset in focus. Understanding user segmentation/behaviour and identify user insights to be used in lifecycle communication strategies.
• You will collaborate with the Data Science team to ensure the successful launch and maintenance of live campaigns and conduct in-depth analysis of campaign results to evaluate and improve campaigns.
• You will be a Subject Matter Expert for the CRM team, engaging with stakeholders to recommend best practices, experiment, scale up campaigns, and provide updates on CRM capabilities and priorities.
• You will adopt a data-driven approach to identify growth opportunities for the financial services at Grab, working with Regional and Local Marketing teams to align on comprehensive marketing and CRM strategies.
• You will collaborate with Product Marketing Managers to support new product and feature launches and drive feature adoption among the customer base.
• You will work with Creative and Product teams to ensure communications are on-brand and impactful by designing and briefing communications for campaigns.
• You will monitor and manage all daily email campaigns, focusing on operations and performance of campaign success metrics.

Qualifications

What Essential Skills You Will Need

• 5+ years of experience in Marketing or Business Strategy with experience in delivering measurable results. Experience with B2C customer lifecycle and needs.
• Bachelor's Degree in Computer Science, Engineering, Marketing, or Digital Media.
• Experience leading the design, development, testing, and launch of complex CRM or marketing lifecycle campaigns.
• Strong project management and stakeholder engagement skills to manage multiple programs while proactively setting the business direction and managing daily deliverables.
• Familiarity with multi-channel communications, including Push, SMS, In-App, and Email.
• Proficient in analyzing data to identify trends and patterns, understanding their impact on business and marketing goals.
• Have experience translating data into insights, and the ability to develop new strategies based on these insights.
• Experience solving complex, cross-functional business problems while dealing with deadlines and opposing priorities.
• Hands-on experience with actual build, development, and deployment of lifecycle automation (i.e. Salesforce Marketing Cloud, Pardot, Responsys, Adobe, Eloqua, etc.)

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.