CRM Strategy Manager

UNAVAILABLE; Kuala Lumpur; Hybrid; MYR 200,000 - 250,000; Full time

Job summary

A leading digital marketing agency in Kuala Lumpur seeks an experienced CRM Strategy Manager to lead impactful CRM strategies, leveraging insights to drive client engagement. Ideal candidates will have 3-5 years of experience in CRM and digital marketing, with strong analytical skills and proficiency in marketing technologies. This position promotes a hybrid work environment with generous leave entitlements and comprehensive medical coverage.

Benefits

Generous leave entitlements

Cashless comprehensive medical coverage

Life and personal accident insurance

Hybrid working schedule

Phone allowance

Qualifications

• 3-5 years experience in CRM and/or digital marketing.
• Extensive experience with 1st and 3rd party data.
• Strong understanding of success metrics.
• Comfortable in agile or sprint-based approaches.

Responsibilities

• Lead end-to-end CRM strategy to align with business KPIs.
• Develop omni-channel engagement strategies across multiple platforms.
• Craft strategic CRM briefs and thought leadership.
• Monitor market shifts to anticipate customer needs.
• Collaborate with clients on loyalty programs.
• Lead cross-functional teams and present strategy recommendations.

Skills

CRM expertise

Digital marketing

Data analysis

Communication skills

Strategic thinking

Tools

Salesforce Marketing Cloud

Job description

Company Description

Digitas is a highly-caffeinated playground where brilliant minds come together to create data-led digital business and marketing solutions through advertising campaigns and media experiences that bring bold, award-winning ideas to life.

Strategy at Digitas is a cross agency multi-disciplinary team of Data, Social, Experience, Brand, Connections & CRM Strategy experts, unified by a shared ambition to inspire ideas that move people.

To further accelerate this ambition, we are looking for an outstanding CRM Strategy Manager – someone who champions a modern approach to connected CRM experiences for brands, who understands consumer behaviour and context, and orchestrates strategic communications to define how brands connect to people in a digital world.

Job Description

What you’ll do:

As an CRM Strategy Manager, your expertise in designing impactful direct engagements will be leveraged to provide strategic guidance on key client initiatives, working closely with the Associate Strategy Director. With a deep, insight-driven understanding of consumers’ environments, priorities, motivators, and pain points, you will play a pivotal role in shaping CRM strategies that deliver meaningful experiences. You will ensure that programmes and engagements are not only relevant to consumer needs but also directly aligned to clients’ overarching business objectives, driving measurable impact and competitive advantage.

Responsibilities

Day-to-day, your role includes:

• Lead end-to-end CRM strategy, translating analytics and behavioral insights into high-impact CRM programs that align with core business KPIs.
• Develop omni-channel engagement strategies across email, mobile, web, social, and emerging touchpoints, ensuring seamless, insight-driven customer experiences.
• Craft strategic CRM briefs and thought leadership, turning data and cultural trends into innovative campaigns that differentiate the brand.
• Monitor cultural, digital, and market shifts, providing clients and internal teams with actionable perspectives to anticipate customer needs.
• Collaborate with clients to design differentiated loyalty programs, member benefits, and feature enhancements that drive engagement, retention, and business growth.
• Lead cross-functional teams to align on strategy, oversee implementation, and ensure programs deliver measurable outcomes.
• Confidently present strategic recommendations and lead discussions with clients and internal stakeholders, influencing decisions and driving business results.

Qualifications

This role will require strong, impactful work experience, which typically includes:

• 3-5 years of work experience in CRM and/or digital marketing
• Extensive experience informing audience segments by leveraging 1st and 3rd party data
• Strong strategy and analytics skills, with an advanced understanding of success metric
• Ability in interpreting data and customer insights to inform CRM strategies and programs, aligned to business targets
• Up-to-date knowledge of marketing technologies (MarTech) and digital experience platforms spanning Paid, Owned and Earned / social media – email automation tools (E.g. Sales Force Marketing Cloud, etc)
• A collaborator comfortable in agile- or sprint-based approaches, willing to work in real time
• An all-around professional with exceptional communication, organizational and time management skills, and the flexibility to adapt quickly to change

Additional Information

• Generous leave entitlements, including birthday leave, rest day and family care leave.
• Office closure for World Mental Health Day 10th October.
• Additional Company closure for all 4 major festive Celebrations
• Cashless comprehensive medical coverage, including access to a panel clinic, dental and optical care.
• Life and personal accident insurance and group hospitalization and surgery.
• A hybrid working schedule and with Friday disconnects.
• Rest Relax & Recharge - office closure last week of December every year.
• Phone Allowance