Customer Lifecycle & CRM Manager

Lotus's Malaysia; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Lotus’s Malaysia is seeking a Customer Lifecycle & CRM Manager to drive growth through data-driven lifecycle marketing, personalised journeys, and CRM optimisation across channels. You will leverage insights, automation, and MarTech to boost activation, retention, and lifetime value.

You will lead end-to-end lifecycle programs, design targeted communications, and partner with IT to optimise the MarTech stack while reporting KPIs to stakeholders.

Qualifications

• Bachelor’s degree in Marketing, IT, Business Administration, Economics, Finance, Business Analytics, or a related field.

Responsibilities

• Lead end-to-end customer lifecycle strategies across acquisition, onboarding, activation, engagement, retention, reactivation and churn prevention.
• Design personalised, targeted communications that connect customers with relevant products, offers, and experiences.
• Independently design and configure journeys in-line with business requirements.
• Own and optimise customer lifecycle performance across key metrics including activation, repeat purchase rate and lifetime value.
• Plan and execute A/B testing, control-group measurement and campaign optimisation.
• Define customer engagement metrics and KPIs and develop dashboards to derive actionable insights.
• Collaborate with IT to improve MarTech platform and integrations.
• Manage CRM budgets to meet business objectives.
• Develop and enforce customer KPI/segmentation definitions and data governance.

Skills

CRM marketing

Customer analytics

SQL

Generative AI

Prompt engineering

AI agent development

MarTech platforms

Excel

Campaign management

Direct marketing

Education

Bachelor's degree in Marketing, IT, Business Administration, Economics, Finance, Business Analytics

Tools

Excel

MarTech platforms

CRM platforms

Job description

We are seeking a Customer Lifecycle & CRM Manager to join our dynamic team at Lotus’s Malaysia.

You will drive customer growth, CRM engagement, and retention through data-driven lifecycle marketing strategies, personalised customer journeys, and marketing technology. The role will leverage customer insights, automation, and innovation to deliver relevant customer experiences, increase shopping frequency, and maximise customer lifetime value.

The ideal candidate will be passionate in solving problems with a hunger to delight our customers through a ‘customer-first’ approach utilizing both their analytical and business acumen.

The day-to-day job will involve ensuring that we craft relevant, personalized, and exciting customer journeys across multiple touchpoints as well as delivering updates to stakeholders on ongoing customer acquisition and retention initiatives.

Key Accountabilities

• Lead and execute our end-to-end customer lifecycle strategies covering acquisition, onboarding, activation, engagement, retention, reactivation, and churn prevention to maximise customer lifetime value.
• Design and execute personalised, targeted communications that connect customers with relevant products, offers, and experiences.
• Independently design and configure journeys in-line with business requirements.
• Own and optimise customer lifecycle performance across key metrics, including customer activation, repeat purchase rate, purchase frequency, retention, campaign incremental sales, and customer lifetime value.
• Plan and execute A/B testing, control-group measurement, and continuous campaign optimisation to improve conversion, incremental sales, and marketing effectiveness
• Define customer engagement metrics and KPIs as well as develop dashboards to derive actionable insights to maximize ROI and business performance.
• Connect with platform users and IT team to gather feedback, recommend enhancements, and drive improvements for MarTech platform and related integrations.
• Manage CRM-related budgets, ensuring spend is optimised to deliver business objectives.
• Develop and ensure consistency of customer KPI / segmentation definitions across the business, including also enforcement of data governance policies across teams.

Job Requirements:

• Minimum 5 years in customer loyalty, customer lifecycle, CRM marketing technologies, customer analytics within a fast-paced, competitive environment.
• Bachelor’s degree in Marketing, IT, Business Administration, Economics, Finance, Business Analytics, or a related field.
• Proficiency in using Excel and MarTech / CRM platforms. Additional proficiency in SQL is preferred.
• Proficient in using Generative AI tools (e.g., ChatGPT) to improve productivity, streamline workflows, and support business decision-making.
• Familiarity with prompt engineering, AI agent development, and integrating AI tools into existing business processes.
• Proven expertise in CRM segmentation, campaign management, and direct marketing across multiple channels.
• Fluent business English with outstanding written and verbal skills. Skilled at presenting complex ideas to non-technical audiences. Adaptable, self-motivated, and collaborative across different departmental stakeholders.
• Strong analytical mindset, attention to detail, and creative problem-solving skills, with demonstrated project management and strategic planning abilities.