Senior Manager, Customer Insights & Experience

AEON Credit Service (M) Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading consumer financing provider in Malaysia is seeking a Senior Manager for Customer Insights & Experience. In this role, you will lead initiatives to enhance customer engagement and manage retention marketing strategies. Applicants should have at least 5 years of leadership experience within a financial institution, a proven track record in data-driven decision making, and the ability to influence stakeholders effectively. Join us to shape a dynamic career path in a thriving environment.

Qualifications

• Minimum 5 years in a leadership role managing customer insights and experience.
• Demonstrated expertise in customer experience strategy and journey mapping.
• Strong problem-solving and analytical capabilities.

Responsibilities

• Lead customer insights and experience team to drive customer-centric initiatives.
• Develop integrated retention marketing strategy to increase customer lifetime value.
• Utilize data analytics to identify new opportunities.

Skills

Leadership

Data-driven segmentation

Customer experience strategy

Stakeholder management

Problem-solving

Job description

Senior Manager, Customer Insights & Experience

AEON Credit Service (M) Bhd is seeking a talented and experienced candidate to lead our Customer Insight & Experience team. In this full-time position based in Bangsar South, Kuala Lumpur, you will play a pivotal role in driving customer-centric initiatives and enhancing the overall experience for our valued clientele.

What you'll be doing

• Driving business opportunities along the customer lifecycle, build strong customer segmentation and customer lifecycle management plans.
• Responsible to develop the integrated retention marketing strategy and manage the retention marketing to increase customer repurchase rates, reduce customer attrition and increase customer lifetime value to secure revenue opportunities.
• Utilize data analytics to improve efficiency and identify new opportunity.
• Effective target segmentation thorough understanding of Consumer Financing market, products features and company direction.
• Builds functional database marketing capability, execute marketing campaigns and improve efficiencies by using best practices in data acquisition, management, marketing and analytics.
• Plans and carries out strategies to improve the cleanliness, breadth and depth of marketing database.
• Cross-Sell products offering across customer database to maximize the customer lifetime value.
• Setting of loyalty program vision and creating a strategic roadmap for overall loyalty strategy.
• Creating and executing loyalty-based marketing programs to increase member engagement and drive purchase behaviour.

What we're looking for

• Minimum 5 years in a leadership role managing customer insights and experience delivery, preferably within financial institution with proven expertise in CDP management, advanced analytics and data-driven segmentation to develop and execute strategic initiatives that enhance customer engagement and drive higher customer lifetime value.
• Demonstrated expertise in customer experience strategy, journey mapping, and data-driven decision making
• Excellent communication and stakeholder management skills, with the ability to influence and drive change
• Strong problem-solving and analytical capabilities, with a keen eye for detail
• Proven track record of leading high-performing teams and fostering a culture of continuous improvement
• Familiarity with relevant regulations, compliance, and industry best practices

AEON Credit Service (M) Berhad is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. We established a strong presence in Malaysia since 1996 with a wide range of consumer financial services. Our portfolio currently includes credit card, personal financing and easy payment scheme which help enrich the livelihood of many Malaysians.

We offer an exciting and dynamic workplace for all employees. As part of our expansion plan, we are on the lookout for talented individuals who strive for excellence. If you are visionary go-getter, come join us today. Together, we can shape a promising and satisfying career path.

Your application will include the following question:

• What's your expected monthly basic salary?