Customer Journey Manager - FX & CFDs Industry - Malaysia

About the Role:

Were looking for a Customer Journey Manager to enhance and drive the FX and CFDs trader lifecycle. In this role, you will spearhead targeted multi-channel campaigns, leverage data-driven segmentation, and partner closely with cross-functional teams to increase trader activation, retention, and ongoing engagement while ensuring all communications remain compliant and timely.

What will you do

Lifecycle Strategy & Optimization

• Develop and continuously refine the trader journey from initial lead through to loyal, high-value client.
• Identify and tailor engagement approaches for key lifecycle phases, including onboarding, active trading, dormancy, and churn risk.
• Build detailed customer personas and journey maps informed by trading data and segment insights.

Campaign Planning & Execution

• Design and deploy personalized campaigns across channels such as email, SMS, push notifications, and WhatsApp to drive trader activation, retention, and reactivation.
• Own the onboarding experience, guiding traders smoothly from account setup through their first deposit and trades.
• Implement strategies to win back inactive or churned traders.

Data Analytics & Segmentation

• Utilize CRM and analytics data to segment traders by behavior, geography, and value tiers.
• Track and analyze campaign performance, engagement rates, and lifetime value metrics.

Marketing Technology & Automation

• Manage CRM and marketing automation platforms (Salesforce, Braze, HubSpot, etc.) to deliver personalized, timely, and compliant communications.
• Conduct A/B testing and optimize campaign flows based on data insights.

Cross-Team Collaboration

• Collaborate with product, compliance, support, and growth teams to ensure lifecycle communications are aligned with business priorities and platform updates.
• Integrate lifecycle marketing efforts with broader promotional campaigns and educational content.

What makes you a great fit

• Bachelors degree in Marketing, Business, Economics, or related discipline
• 4 to 7 years of experience managing CRM, lifecycle marketing, or customer engagement, ideally within brokerage, fintech, or digital platform environments
• Strong knowledge of trader psychology, trading behavior, and the FX/CFD lifecycle
• Proven ability to design and manage effective user journeys and retention programs
• Solid analytical skills, with experience in segmentation and funnel analysis
• Proficiency with CRM and marketing automation tools such as Salesforce, HubSpot, or Braze
• Exceptional project management skills and a collaborative mindset

Preferred Experience

• Experience working in a regulated financial environment (e.g., ASIC, FCA, CySEC)
• Familiarity with trading platforms such as MT4, MT5, or proprietary apps
• Knowledge of email deliverability, personalization logic, and campaign metrics
• Ability to craft or adapt compelling messaging tailored to user personas and behaviors

What We Offer

• Strategic role within a fast-growing global brokerage with ambitious expansion plans
• Autonomy to lead and shape lifecycle and retention strategies
• Exposure to a high-volume, high-growth digital business environment
• Competitive salary, performance-based bonuses, and opportunities for professional growth