Assistant Manager, CRM

Marketing, Communications & Public Policy; Selangor; On-site; MYR 89,000 - 134,000; Full time

Job summary

Grab is seeking a CRM-focused professional to develop and manage lifecycle campaigns across email, SMS, push, and in-app messaging. You will define audiences, content strategies, and user journeys to drive growth and retention across SEA markets.

The role reports to the CRM Manager and is based on-site in Petaling Jaya. You will collaborate with Data Science, regional marketing, and product teams to analyze results, identify opportunities, and scale CRM initiatives with a customer-centric

Qualifications

• Experience owning CRM lifecycle campaigns across multiple channels.
• Strong data-driven mindset with the ability to interpret analytics.
• Excellent cross-functional collaboration with marketing, data science, and product teams.
• Based onsite in Petaling Jaya, Malaysia, with ability to work on-site.

Responsibilities

• Take end-to-end ownership of CRM lifecycle campaigns, including defining target audiences, content strategy, and user journeys, across channels (email, SMS, Push, In-App).
• Champion a personalized, one-to-one communication approach using segmentation and customer insights.
• Collaborate with Data Science to launch and maintain live campaigns and analyze results.
• Identify growth opportunities with regional/local marketing teams and support new product launches.
• Act as a Subject Matter Expert for CRM, aligning with stakeholders and scaling campaigns.
• Work with Creative and Product teams to ensure on-brand, impactful communications.

Skills

CRM lifecycle campaigns

Audience targeting

Content strategy

User journeys

A/B testing

Data-driven decision making

Cross-functional collaboration

Stakeholder management

Job description

Marketing, Communications & Public Policy View all jobs

The CRM team owns the data-driven customer experience for Grab consumers, delivery partners, and merchants across South East Asia. The team develops the personalization strategy across email, SMS, push notifications, in-app messaging, and other marketing channels, whilst being a crucial part of the team that extends that personalization strategy into our product and service channels.

Get to Know the Role

In this role, you will develop, implement, and manage online marketing strategies with regard to lifecycle campaigns that help to bring growth and retention for Grab across different verticals or services. Using 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, including defining target audiences, content strategy, and user journeys, which includes testing and executing campaign launches across multiple channels like email, SMS, Push, and In-App communications.
• You will champion a personalized and one-to-one communication approach, always keeping the customer-centric mindset in focus by 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.
• You will adopt a data-driven approach to identify growth opportunities, working with Regional and Local Marketing teams to align on comprehensive marketing and CRM strategies and support new product launches.
• You will be a Subject Matter Expert for the CRM team, engaging with key stakeholders to recommend best practices, experiment, scale up campaigns, and provide updates on CRM capabilities and priorities.
• You will work with Creative and Product teams to ensure communications are on-brand and impactful by briefing communications for campaigns.