Lifecycle CRM Strategist

Content Creators; Kuala Lumpur; Presencial; MYR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Mudah.my, part of the Carousell Group, is seeking a CRM Specialist to own and grow our customer lifecycle marketing across Mudah and Carousell. You will drive activation, engagement, retention, and reactivation through targeted lifecycle communications, audience segmentation, and personalised experiences.

You will collaborate with Product, Data, Analytics, and Brand teams to develop scalable CRM programmes, playbooks, and best practices that improve customer experience and business outcomes

Formación

• 3–5 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Marketing Automation.
• Experience managing multiple customer segments, campaigns, CRM channels, lifecycle journeys, product categories, or business objectives.
• Proven track record of executing and optimising lifecycle programmes and customer journeys.

Responsabilidades

• Plan, execute, and optimise CRM campaigns across Push, In-App, Email, SMS, and WhatsApp channels across Mudah and Carousell, ensuring alignment with business objectives and growth priorities
• Own campaign calendars and ensure timely delivery of lifecycle, promotional, and behavioural campaigns
• Coordinate campaign execution with Product, Design, Content, and Business stakeholders
• Ensure campaign quality through proper QA, testing, and monitoring
• Build and optimise lifecycle journeys across onboarding, activation, engagement, retention, and reactivation
• Develop audience segments based on user behaviour, marketplace activity, lifecycle stage, and business priorities
• Identify opportunities to improve user engagement through personalisation, automation, and behavioural targeting
• Maintain and enhance CRM workflows and automation programmes
• Recommend lifecycle marketing, audience segmentation, communication, and automation strategies to improve user engagement, retention, and reactivation
• Identify opportunities across customer journeys and develop CRM initiatives to improve customer experience and business outcomes
• Partner with Product, Data, Analytics, and Business teams to align CRM priorities with customer, category, marketplace, and commercial objectives
• Balance CRM initiatives across multiple customer segments, user journeys, brands, and business priorities
• Contribute to CRM roadmap planning, experimentation, and optimisation through customer insights, performance analysis, and campaign learnings
• Monitor campaign performance and key CRM metrics
• Conduct A/B testing on messaging, timing, audiences, and campaign formats
• Analyse user behaviour and campaign performance to identify optimisation opportunities
• Evaluate performance across different customer segments, lifecycle stages, and campaigns to identify growth opportunities
• Translate insights into actionable recommendations and experiments
• Partner with Product, Data, Analytics, and Business to identify lifecycle opportunities and support growth initiatives
• Work closely with Brand and Content teams to ensure effective customer communications
• Provide CRM recommendations and audience insights to support product launches, GTM initiatives, and marketplace campaigns
• Manage day-to-day CRM platform operations across Mudah, Carousell and dual-brand initiatives where relevant
• Develop and maintain CRM best practices, campaign playbooks, and execution standards to improve consistency and effectiveness
• Support CRM governance by maintaining campaign documentation, audience frameworks, and operational processes
• Identify opportunities to improve CRM workflows, tools, and ways of working across teams

Conocimientos

CRM experience

Lifecycle marketing

Campaign management

Analytics

Stakeholder coordination

Herramientas

Braze

MoEngage

Clevertap

HubSpot

Salesforce Marketing Cloud

Descripción del empleo

Mudah.my, part of the Carousell Group, is seeking a CRM Specialist to own and grow our customer lifecycle marketing across Mudah and Carousell. You will drive activation, engagement, retention, and reactivation through targeted lifecycle communications, audience segmentation, and personalised experiences.

You will collaborate with Product, Data, Analytics, and Brand teams to develop scalable CRM programmes, playbooks, and best practices that improve customer experience and business outcomes