Lifecycle Growth Lead - CRM & Retention

Million Dream Sdn. Bhd.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Million Dream Sdn. Bhd. is seeking a seasoned CRM & Retention Manager to own the player lifecycle, optimise retention, and drive LTV & NGR through multi-channel campaigns across SMS, Email, Telegram, WhatsApp and push notifications.

You'll lead segmentation, RFM analysis and win-back strategies, collaborating with Marketing, Product and Data teams to reduce churn and maximise revenue. Mandarin-speaking is required for regional coordination, with 3–5 years of CRM/Retention experience in a

Qualifications

• Minimum 3–5 years of CRM / Retention / Player Lifecycle experience in a high-volume B2C digital platform.
• Strong experience managing FTD, Deposit, Retention, Reactivation, VIP and segmentation.
• Good understanding of NGR, LTV, RFM, churn, player value and bonus mechanics.
• Hands-on experience with CRM automation and campaign management across channels.
• Strong analytical mindset and ability to work with player-level data.
• Experience leading a CRM / Retention team is highly preferred.
• Mandarin speaking is required for internal communication.

Responsibilities

• Develop and manage the player lifecycle strategy from onboarding to retention, reactivation and VIP development.
• Improve FTD-to-second deposit conversion and active player retention.
• Build lifecycle journeys based on behavior, deposits and value.
• Identify churn-risk players and develop win-back campaigns.
• Plan and execute CRM campaigns across SMS, Email, Telegram, WhatsApp, Push.
• Analyze CRM performance and identify opportunities to improve retention and profitability.
• Develop retention strategies for VIP and high-value players.
• Monitor metrics: FTD retention, second deposit rate, deposit frequency, ARPU/LTV, NGR.

Skills

CRM

Retention

Player lifecycle

Segmentation

Analytics

Campaign management

Mandarin

Job description

Million Dream Sdn. Bhd. is seeking a seasoned CRM & Retention Manager to own the player lifecycle, optimise retention, and drive LTV & NGR through multi-channel campaigns across SMS, Email, Telegram, WhatsApp and push notifications.

You'll lead segmentation, RFM analysis and win-back strategies, collaborating with Marketing, Product and Data teams to reduce churn and maximise revenue. Mandarin-speaking is required for regional coordination, with 3–5 years of CRM/Retention experience in a