CRM and Retentions Manager

CRM & Retention Manager

Drive Loyalty. Shape Customer Value. Maximize Lifetime Revenue.

At BJAK, we’re on a mission to make insurance and financial services more accessible, affordable, and inclusive across Southeast Asia. As the region’s leading digital insurance platform, long-term growth depends not only on acquisition — but on how well we retain, engage, and grow the value of our customers.

The CRM & Retention Manager is a strategic, high-impact role responsible for owning customer lifecycle strategy, driving retention and engagement, and maximizing Customer Lifetime Value (CLV) through data-driven CRM initiatives.

You will sit at the intersection of data, marketing, product, and customer experience — turning insights into scalable programs that build loyalty and long-term revenue.

What You’ll Be Responsible For

CRM & Customer Lifecycle Strategy

• Define and own end-to-end CRM and retention strategy across the full customer lifecycle — onboarding, activation, engagement, retention, and reactivation.

• Set clear goals and KPIs to drive repeat usage, policy renewals, cross-sell, and long-term CLV growth.

• Develop frameworks, playbooks, and processes to systematically reduce churn and improve customer engagement across BJAK’s products.
  

Retention & Engagement Campaigns

• Design, execute, and optimize CRM campaigns across email, push notifications, in-app messaging, WhatsApp, and other owned channels.

• Build targeted lifecycle, behavioral, and segmented campaigns that improve activation, retention, and conversion.

• Continuously test, iterate, and optimize campaigns based on performance data and customer insights.
  

Data, Insights & Commercial Impact

• Analyze customer behavior, cohorts, funnel drop-offs, and usage patterns to identify risks and growth opportunities.

• Translate data into actionable insights for upsell, cross-sell, renewals, and win-back strategies.

• Track and report CRM performance against growth KPIs (retention rate, churn, CLV, repeat purchase, ROI).

• Own CRM experimentation, A/B testing, and performance optimization.
  

Cross-Functional Collaboration

• Partner closely with Marketing to align CRM initiatives with broader acquisition and brand campaigns.

• Work with Product teams to improve onboarding flows, product adoption, and feature utilization.

• Collaborate with Customer Support and Operations to resolve friction points and improve end-to-end customer journeys.

• Act as the voice of the customer internally, advocating for improvements that enhance loyalty and value.
  

Customer Experience & Relationship Management

• Develop structured feedback loops to capture customer insights and pain points.

• Support initiatives that educate customers and help them maximize value from BJAK’s products.

• Ensure CRM communication is relevant, timely, compliant, and aligned with BJAK’s brand voice.
  

What You’ll Need to Succeed

• 5–7 years of experience in CRM, Retention, Customer Success, or Lifecycle Marketing within fintech, insurance, e-commerce, or high-growth B2C platforms.

• Proven track record of improving retention, engagement, renewal rates, or CLV.

• Strong analytical skills with hands-on experience in CRM tools, segmentation, cohort analysis, and performance measurement.

• Experience running multi-channel CRM programs and lifecycle campaigns at scale.

• Ability to work cross-functionally and influence Product, Marketing, Data, and Operations teams.

• Strong communication skills with the ability to present insights and recommendations clearly to leadership.
  

Why Join BJAK

• Own and lead customer retention strategy for Southeast Asia’s largest digital insurance platform.

• Directly impact customer loyalty, lifetime value, and long-term revenue growth.

• Work in a fast-growing, tech-driven environment with regional exposure.

• Hybrid working setup in Malaysia with competitive compensation.

• Clear ownership, high visibility, and strong career progression opportunitie