Senior Manager, Sales & Retention Strategy

EdirectInsure Group; Malaysia; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading insurance firm in Malaysia is looking for a Senior Manager, Sales & Retention Strategy. The role involves driving customer retention initiatives, analyzing behavior trends, and collaborating with various teams to enhance customer engagement. The ideal candidate should have 10–15 years of experience in retention marketing and strong analytical skills, overseeing customer loyalty efforts to improve satisfaction and reduce churn.

Qualifications

• 10–15 years of relevant experience in customer lifecycle management, retention marketing, or go-to-market strategy.
• Proven experience in developing data-driven customer retention and loyalty strategies.
• Strong analytical and problem-solving skills.

Responsibilities

• Drive customer retention and loyalty activities for service.
• Analyze customer behavior and churn trends.
• Lead sales readiness during new product rollouts.

Skills

Customer lifecycle management

Retaining marketing

Data analytics

Go-to-market strategy

Leadership

Communication

Education

Bachelor's degree in Business, Marketing, Data Analytics, Telecommunications, IT, or Communications

Job description

Senior Manager, Sales & Retention Strategy

be the strategic leader, driving customer retention and loyalty activities for our device protection and micro‑insurance services. This is a regional role that focuses on creating and driving retention strategies and initiatives with our partners (telecommunications, retailers, etc), leveraging AI solutions and omni‑channel environments. You will lead efforts to improve customer engagement, reduce churn and strengthen relationships through personalized communication, loyalty programs and data‑driven retention activities.

You will be responsible for:

Customer Retention Management

• Analyze customer behavior and churn trends to identify at‑risk segments and design targeted retention strategies.
• Collaborate cross‑functionally with Customer Experience, Product, and Marketing teams to strengthen customer loyalty, engagement, and satisfaction.
• Develop and execute data‑driven retention campaigns and lifecycle programs aimed at improving customer tenure and reducing churn.
• Monitor key retention KPIs (e.g., churn rate, NPS, CSAT, CLTV) and deliver actionable insights and recommendations to senior leadership.
• Lead win‑back and re‑engagement initiatives, leveraging segmentation, personalized messaging, and behavioral data to recover churned or inactive customers.
• Track and report retention performance across markets, customer segments, and channels, identifying opportunities for continuous improvement.

Go‑to‑Market Execution

• Contribute to the development and execution of GTM strategies for device protection solutions within telco channels.
• Lead sales readiness activities during new product rollouts or market expansions.
• Align closely with GTM stakeholders to ensure consistent messaging and value propositions across all customer touchpoints.

For you to be successful…

You will be able to demonstrate the following key competencies:

Impactful

• Committed to delivering strategically aligned objectives, creating a plan to achieve with key milestones and measures.
• Holds high standards for the delivery of outcomes with a lens of continuous improvement. Establishes metrics and measures progress.
• Perseveres, tries new approaches to reach challenging goals and persists until outcomes and commitments are met.

Customer Focus

• Consciously think and feel like the customer and help the team to adopt this mindset to deliver satisfactorily customer‑centric solutions.
• Actively seeks to understand customer feedback and needs and uses this in decision making and solutioning.
• Develops strategic relationships and networks across the organization and shares with others for mutual benefit.
• Fosters effective team communication and dialogue based on integrity, identifying opportunities to gain consensus for team options, decisions, and outcomes.

Communication

• Highly proficient communicator; focused on interacting and listening to and synthesizing others' ideas. Explains complex issues clearly and succinctly.
• Communicates succinctly and fosters a fact‑based environment where communication is backed by research and data appropriate for the audience.

You will require the following qualifications and skills:

• Possess a bachelor’s degree in Business, Marketing, Data Analytics, Telecommunications, IT, or Communications, or equivalent.
• Minimum 10–15 years of relevant experience in customer lifecycle management, retention marketing, or go‑to‑market strategy, leveraging omnichannel engagement (email, SMS, app push, in‑app messaging, etc.).
• Proven experience in developing and executing data‑driven customer retention and loyalty strategies, with measurable impact on churn reduction and customer satisfaction.
• Strong analytical and problem‑solving skills, with the ability to interpret complex data sets and translate insights into actionable strategies.
• Demonstrated leadership and project management capabilities, with experience leading cross‑functional initiatives or managing teams.
• Excellent communication and stakeholder management skills, with the ability to influence decision‑making across departments.