Section Head, Customer Value & Lifecycle Strategy

Fintech News; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and optical benefits

Flexi working hours

Child Parental Care Leave

Job summary

Fintech News in Petaling Jaya is looking for a Head of Customer Value & Lifecycle Strategy. This role leads the transformation towards customer journey-focused engagement strategies, integrating data-driven personalization to enhance Customer Lifetime Value.

The ideal candidate should have over 10 years of experience in growth marketing and leadership within telecommunications, with a strong ability to translate complex data into clear business strategies.

Qualifications

• 10+ years in Customer Value Management or Lifecycle Strategy roles in digital or telecommunications.
• Ability to translate complex data into actionable business strategies.
• Experience in digital transformations leveraging AI and automation.

Responsibilities

• Define the monetization strategy across customer lifecycle stages.
• Lead event-triggered interactions based on real-time customer behavior.
• Design proactive retention frameworks focused on High-Value Customer retention.

Skills

Data-driven personalization

Customer Lifetime Value optimization

Advanced analytics

AI/ML strategies

Stakeholder management

Education

Bachelor's Degree in Business, Marketing, Data Science, or related field

AI Strategy/Analytics certifications

Job description

Top Reasons To Join Us

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Job Summary

The Head of Customer Value & Lifecycle Strategy is the strategic architect of the customer relationship. This role leads the transformation from a product-centric organization to a segment-neutral, journey-focused ecosystem. By integrating data-driven personalization with advanced decisioning engines, the incumbent will optimize Customer Lifetime Value (CLV), eliminate fragmented experiences and drive sustainable revenue growth through precision-led engagement.

The Day-To-Day Activities

• Define the end-to-end monetization strategy across all lifecycle stages, ensuring a seamless experience across all segments.
• Lead the evolution toward high-precision, event-triggered interactions that respond to real-time customer behaviors and drive the integration of advanced analytics into the commercial workflow.
• Establish pricing logic and value-uplift strategies (upsell/cross-sell) to unlock new revenue streams.
• Act as the final authority on journey design and arbitration logic to ensure customers receive the most relevant Next Best Offer.
• Partner with technical and business stakeholders to not only scale the personalization platform but to aggressively leverage emerging technologies that keep the organization at the forefront of marketing automation.
• Design and lead comprehensive, proactive retention frameworks, with a specialized focus on High-Value Customer (HVC) retention and behavioral loyalty.
• Drive the strategic AI roadmap to advance predictive capabilities, ensuring every customer interaction is hyper-personalized and precise.

About You

• Bachelor's Degree in Business, Marketing, Data Science, Computer Science, Actuarial or related quantitative field.
• Relevant professional certifications in AI Strategy, Machine Learning or Advanced Analytics will be an advantage.
• 10+ years in CVM, Lifecycle Strategy or Growth Marketing leadership within high-volume digital or telecommunications environments.
• Demonstrated ability to translate complex data and technical capabilities into clear business strategies that increase Customer Lifetime Value (CLV) and market competitiveness.
• Experience leading digital transformations where AI/ML and automation were leveraged not just for efficiency, but as primary drivers for revenue generation and customer retention.
• Proven success in designing end-to-end customer journeys and managing complex stakeholder environments (Technical, Product and Finance) to accelerate Go-to-Market (GTM) velocity.
• Converting complex analytics into actionable, journey-based commercial strategies.
• Aligning technical capabilities with long-term business objectives.
• Managing stakeholder expectations, while inspiring high-performing teams.