AVP, Base Management

ASTRO Holdings Behad; Malaysia; On-site; MYR 180,000 - 300,000; Full time

Job summary

Astro Malaysia Holdings Berhad is seeking a seasoned leader to own customer lifecycle initiatives across retention, onboarding, engagement and loyalty programs. You will shape strategies, run targeted campaigns and partner with content and analytics teams to maximize CLV.

The role demands strong experience in CRM, campaign analysis and revenue growth, with the ability to present business cases to senior leadership and drive cross-functional collaboration.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Economics, Statistics, Data Analytics or a related field.
• MBA or relevant professional certification is an added advantage.
• Minimum 7-10 years of experience in Customer Lifecycle Management, CRM, Retention, Base Management, Commercial Strategy, Marketing Analytics, or related fields.
• Minimum 3-5 years of people management experience.
• Proven experience managing customer retention, churn reduction and revenue growth initiatives.
• Strong experience in campaign analysis and performance management.
• Experience developing business cases and presenting recommendations to senior leadership.

Responsibilities

• Customer Retention & Churn Management: Develop and implement retention strategies to reduce churn. Monitor customer churn trends and identify key drivers impacting subscriber retention. Lead proactive retention and save campaigns for at-risk customer segments. Evaluate campaign effectiveness and recommend improvements.
• Customer Lifecycle Strategy: Define lifecycle journeys across acquisition, onboarding, engagement, retention, recontracting, winback, and loyalty stages. Develop targeted offers and propositions based on customer behavior and segment needs. Identify opportunities to enhance customer lifetime value (CLV).
• Commercial Performance Management: Monitor subscriber KPIs including churn, retention, recontracting, ARPU, and revenue. Build business cases and recommendations to improve customer and commercial outcomes. Track and report campaign performance against business targets.
• Content & Channel Strategy: Collabrate with Content team to define content and channel strategies that support subscriber acquisition, retention and engagement objectives. Identify gaps and opportunities within the channel portfolio, including Linear TV, OTT app and streaming propositions. Monitor customer consumption trends and competitor offerings to recommend improvements to the content ecosystem.
• Data Analytics & Insights: Analyze customer data and develop actionable insights. Leverage predictive models and customer segmentation to improve targeting accuracy. Utilize customer behavior, usage and viewership data to identify growth opportunities.

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Marketing

Bachelor's Degree in Economics

Bachelor's Degree in Statistics

Bachelor's Degree in Data Analytics

Bachelor's Degree in Finance

Job description

WHY JOIN US? We practice a vibrant & energetic office culture. We provide opportunities for career advancement within the company. Good performance is always rewarded accordingly. “It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.”

JOB RESPONSIBILITIES

• Customer Retention & Churn Management Develop and implement retention strategies to reduce churn. Monitor customer churn trends and identify key drivers impacting subscriber retention. Lead proactive retention and save campaigns for at-risk customer segments. Evaluate campaign effectiveness and recommend improvements.
• Customer Lifecycle Strategy Define lifecycle journeys across acquisition, onboarding, engagement, retention, recontracting, winback, and loyalty stages. Develop targeted offers and propositions based on customer behavior and segment needs. Identify opportunities to enhance customer lifetime value (CLV).
• Commercial Performance Management Monitor subscriber KPIs including churn, retention, recontracting, ARPU, and revenue. Build business cases and recommendations to improve customer and commercial outcomes. Track and report campaign performance against business targets.
• Content & Channel Strategy Collabrate with Content team to define content and channel strategies that support subscriber acquisition, retention and engagement objectives. Identify gaps and opportunities within the channel portfolio, including Linear TV, OTT app and streaming propositions. Monitor customer consumption trends and competitor offerings to recommend improvements to the content ecosystem.
• Data Analytics & Insights Analyze customer data and develop actionable insights. Leverage predictive models and customer segmentation to improve targeting accuracy. Utilize customer behavior, usage and viewership data to identify growth opportunities.

REQUIREMENTS

• Qualification Requirements: Bachelor's Degree in Business Administration, Marketing, Economics, Statistics, Data Analytics, Finance or a related field.
• MBA or relevant professional certification is an added advantage.
• Minimum 7-10 years of experience in Customer Lifecycle Management, CRM, Retention, Base Management, Commercial Strategy, Marketing Analytics, or related fields.
• Minimum 3-5 years of people management experience.
• Proven experience managing customer retention, churn reduction and revenue growth initiatives.
• Strong experience in campaign analysis and performance management.
• Experience developing business cases and presenting recommendations to senior leadership.

Astro Malaysia Holdings Berhad (“Astro”) is Malaysia’s leading content and consumer company, serving 75% of Malaysian households across our TV, radio, digital and commerce platforms. As a trusted brand, Astro keeps Malaysians entertained and informed with a variety of vernacular, international and live sports content, engaging with 24 million individuals. To learn more about Astro, kindly login to www.astro.com.my