CRM & Lifecycle Marketing Manager Mobile App / Marketplace

Fathopes Energy; Selangor; Hybrid; MYR 90,000 - 120,000; Full time

Job summary

A sustainable energy firm in Malaysia is seeking a CRM & Lifecycle Marketing Manager to optimize user journeys via their Loyalty App. This role involves managing retention strategies, enhancing user engagement, and ensuring a balanced marketplace experience between Recyclers and Rangers. The ideal candidate will have a strong background in data analysis, customer retention, and effective communication across multiple channels. If you are passionate about sustainability and data-driven marketing, this is the opportunity for you.

Benefits

Flexible working hours

Career development opportunities

Qualifications

• Proven experience in managing retention and automated campaigns.
• Experience in two-sided platforms like ride-hailing or logistics.
• Expertise in reducing churn and managing long-term user lifecycles.

Responsibilities

• Design and optimise the end-to-end User Journey for both Recyclers and Rangers.
• Develop strategies to increase recycling frequency and collection.
• Own the strategy and execution of multi-channel communication.

Skills

Customer retention

Data analysis

User engagement

Behavioural segmentation

A/B testing

Copywriting

Education

Bachelor's degree in Marketing, Communications, or related fields

Tools

MoEngage

Braze

Clevertap

HubSpot

Tableau

Excel

Job description

CRM & Lifecycle Marketing Manager (Mobile App / Marketplace)

Looking for a data-driven CRM & Lifecycle Manager with proven experience in customer retention, engagement, and loyalty programs. Only apply if you thrive on optimizing customer journeys and driving measurable growth.

CRM & Lifecycle Manager – FatHopes Loyalty App. This role owns CRM, user lifecycle, retention, and marketplace liquidity — not paid acquisition.

About the FatHopes Loyalty App

The FatHopes Loyalty App is our "Recycling Super-App" designed to connect like-minded individuals into a seamless green ecosystem. The app serves two primary user groups:

• Recyclers: Households and businesses who recycle waste (starting with Used Cooking Oil) to earn FatPoints.
• Rangers: Our community heroes who collect waste from recyclers to earn FatPoints and generate income. FatPoints act as a digital currency within our ecosystem, allowing users to redeem attractive vouchers via the app or exchange their points for cash, turning everyday sustainability into real-world value.

Job Objective

We have reached an exciting "messy middle" in our growth journey with 2,500 Recyclers and 200 Rangers active on our platform. At this scale, manual oversight is no longer sustainable, and preventing churn is critical to our continued expansion.

We are looking for a Lifecycle Manager who is part psychologist and part data scientist. Your objective is to manage the complex dynamics of our two-sided marketplace, ensuring that both Recyclers and Rangers find consistent value. You will be responsible for moving users through the funnel—from initial onboarding to long-term habit formation—ensuring they remain loyal, active members of the FatHopes ecosystem.

Job Responsibilities

• Journey Mapping: Design and optimise the end-to-end "User Journey" for both Recyclers and Rangers, identifying friction points and moments of delight.
• Behavioural Segmentation: Use data to group users by behaviour (e.g., "The Power Ranger," "The One-Time Recycler") and deliver personalised experiences to each group.
• Service Retention (Stickiness): Develop strategies to increase the frequency of recycling and collection, ensuring the app becomes a "must-have" tool for our users.
• Multi-Channel Communication: Own the strategy and execution of push notifications, in-app messages, SMS, and emails to nudge user behaviour at the right time.
• Feedback & UX Improvements: Build robust feedback loops (surveys, interviews) to act as the voice of the customer, working with the product team to implement UX changes that reduce churn.

Success Measurement (KPIs) - Your performance will be measured by three core pillars:

• LTV (Lifetime Value): Increasing the total value (volume of waste/frequency of use) a user brings over their entire time with the app.
• Churn Rate: Minimising the percentage of users who stop using the app after their first few interactions.
• Liquidity: Ensuring a healthy balance between Recycler demand and Ranger availability to maintain a seamless service experience.

Requirements

• Bachelor’s degree in Marketing, Communications, Business Analytics, Statistics, Psychology, Behavioural Economics, or Information Systems/Computer Science.
• The CRM/Growth Marketer: Proven track record in managing retention and automated "drip" campaigns.
• The Marketplace Veteran: Experience in two-sided platforms (e.g., ride-hailing, food delivery, or logistics).
• The Subscription/SaaS Specialist: Expertise in reducing churn and managing long-term user lifecycles.
• CRM Tools: Proficiency in tools such as MoEngage, Braze, Clevertap, or HubSpot.
• Data Visualisation: Ability to interpret data and present insights using Tableau, Looker, or Excel.
• A/B Testing: Experience running controlled experiments to optimise messaging and app features.
• Copywriting: A knack for writing persuasive, punchy, and empathetic copy that drives action.