CRM and Retentions Manager

Bjak Sdn Bhd; Kuala Lumpur; Hybrid; MYR 80,000 - 110,000; Full time

Job summary

A leading digital insurance platform in Kuala Lumpur is seeking a CRM & Retention Manager to define and drive the customer lifecycle strategy. This role involves managing data-driven CRM initiatives, optimizing retention campaigns across multiple channels, and collaborating cross-functionally to enhance customer experience. The ideal candidate has 5-7 years of relevant experience, proven success in increasing customer engagement, and strong analytical skills. A hybrid working setup with competitive compensation is offered.

Benefits

Hybrid working setup

Competitive compensation

Career progression opportunities

Qualifications

• 5-7 years of experience in CRM, Retention, Customer Success, or Lifecycle Marketing.
• Proven track record of improving retention and engagement.
• Strong analytical skills and experience in CRM tools.

Responsibilities

• Define and own end-to-end CRM and retention strategy.
• Design, execute, and optimize CRM campaigns.
• Analyze customer behavior to identify growth opportunities.
• Partner closely with Marketing for CRM initiatives.

Skills

CRM tools

Cohort analysis

Data analysis

Multi-channel CRM programs

Customer Success

Lifecycle Marketing

Strong communication

Job description

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

• 5‑7 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 opportunities.