Growth & Retention Marketing at PJ

Nexpipo; Selangor; On-site; MYR 60,000 - 120,000; Full time

Job summary

Nexpipo in Malaysia is looking for a hands-on CRM & Lifecycle Marketing Specialist to own and build our customer retention engine from the ground up. You will design and scale automated journeys across Email, WhatsApp, Loyalty and Mobile App — turning one‑time buyers into loyal, repeat customers while improving the commercial sustainability of our marketing.

If you are someone who loves combining data, automation and creativity to drive measurable revenue — and you are excited about building

Qualifications

• Proven experience in CRM, lifecycle marketing, retention marketing or marketing automation.
• Hands-on experience with Klaviyo or a comparable email and CRM platform.
• Strong grasp of customer segmentation, lifecycle journeys, personalisation and marketing analytics.
• Experience building and managing automated marketing workflows.
• Comfortable working with ecommerce transaction and customer data.
• Understanding of retention economics — CLV, repeat purchase rate, contribution margin and discount dependency.

Responsibilities

• Own and build the customer retention engine across Email, WhatsApp, Loyalty and Mobile App.
• Design and scale automated customer journeys including welcome, onboarding and cart abandonment.
• Develop segmentation and optimise campaigns based on behaviour and commercial performance.
• Own the email marketing ecosystem and drive revenue through automated lifecycle flows.
• Implement AI-enabled workflows and measure automation impact.

Skills

CRM

Lifecycle marketing

Marketing automation

Email marketing

Klaviyo

WhatsApp

Loyalty

Data analytics

Tools

Klaviyo

Marketing automation tools

Job description

We are looking for a hands‑on CRM & Lifecycle Marketing Specialist to own and build our customer retention engine from the ground up.

This is a high‑impact, builder's role. You will be responsible for designing and scaling automated customer journeys across Email, WhatsApp, Loyalty and Mobile App — turning one‑time buyers into loyal, repeat customers while improving the commercial sustainability of our marketing.

If you are someone who loves combining data, automation and creativity to drive measurable revenue — and you are excited about building systems rather than just running campaigns — this role is for you.

What You Will Own

Customer Lifecycle & Retention Strategy

Own the end‑to‑end retention strategy across Email, WhatsApp, Loyalty and Mobile App

Develop and manage full lifecycle journeys including welcome and onboarding, cart abandonment, post‑purchase, replenishment reminders, win‑back, VIP engagement and occasion‑based triggers

Build RFM and behavioural customer segmentation to drive personalised communication

Continuously test and optimise journeys based on customer behaviour and commercial performance

Own the email marketing ecosystem and drive revenue through automated lifecycle flows

Improve segmentation, deliverability, personalisation and conversion across all email touchpoints

Build and optimise flows for cart recovery, post‑purchase, win‑back and occasion reminders

Use AI tools to accelerate copy, subject line and send‑time optimisation

Run systematic A/B tests across content, creative, offers and journeys

WhatsApp Marketing & Conversational Commerce

Build WhatsApp as a scalable owned channel for retention and conversational commerce

Design automated journeys for cart recovery, re‑engagement, upselling and VIP customer management

Deploy AI‑assisted interactions for product discovery, FAQs and customer engagement

Manage opt‑out rates, response quality and human‑handoff processes

Loyalty Programme

Own the performance and optimisation of the loyalty programme

Improve enrolment, active membership, redemption rates and repeat‑purchase behaviour

Build automated triggers for points expiry, tier upgrades, member reactivation and personalised rewards

Evaluate programme economics to ensure rewards drive incremental, profitable behaviour

Own lifecycle marketing and customer adoption strategy for the mobile app

Design the full journey from install → activation → first purchase → repeat purchase

Develop onboarding flows, push notifications and loyalty integrations within the app

Monitor installs, monthly active users (MAU) and app‑attributed revenue

AI & Marketing Automation

Identify and automate repetitive manual marketing workflows

Design and implement AI‑enabled workflows and agentic systems across retention channels

Evaluate and adopt new AI and automation tools that improve marketing productivity

Measure and report on automation impact — hours saved, cycle time reduced and touchpoints automated

Data, Analytics & Commercial Performance

Build and maintain performance dashboards across all retention channels

Track repeat purchase rate, CLV, retention rate, win‑back rate, email revenue, WhatsApp conversion, loyalty metrics and app performance

Ensure retention growth is margin‑positive and not reliant on excessive discounting

What We Are Looking For

Experience & Skills

Proven experience in CRM, lifecycle marketing, retention marketing or marketing automation

Hands‑on experience with Klaviyo or a comparable email and CRM platform

Strong grasp of customer segmentation, lifecycle journeys, personalisation and marketing analytics

Experience building and managing automated marketing workflows

Comfortable working with e‑commerce transaction and customer data

Understanding of retention economics — CLV, repeat purchase rate, contribution margin and discount dependency

Strong analytical mindset with the ability to turn data into decisions

Comfortable experimenting with and deploying AI tools and automation platforms

Ability to collaborate cross‑functionally with Marketing, Tech/Product, Finance and Operations

Bonus Experience

Shopify or similar e‑commerce platform

WhatsApp Business API

Loyalty platforms (e.g. Stamped, Yotpo or equivalent)

Mobile app lifecycle marketing and push notification strategy

Key Metrics You Will Be Measured On

Repeat purchase rate and customer retention rate

Customer Lifetime Value (CLV)

Revenue from email and automated flows

WhatsApp conversion and cart recovery rate

Loyalty enrolment, active membership and redemption rates

Mobile app installs, MAU and attributed revenue

Contribution margin improvement

Percentage of retention touchpoints automated

Manual marketing hours saved

What Success Looks Like

You will have succeeded when the company has a scalable, automated and AI‑enabled retention engine that brings customers back more frequently, generates more revenue from owned channels, improves contribution margins, reduces reliance on discounting and allows the marketing team to grow without proportionately growing headcount.

Ultimately, this role transforms retention from a series of individual campaigns into an always‑on customer lifecycle system that continuously drives profitable repeat revenue.