Global Retention - Senior Exec

Global Retention Senior Executive

Role overview

A global retention role within an established, multi-brand trading business, supporting CRM, loyalty, and lifecycle campaigns for existing clients across regions. You'll coordinate campaigns end-to-end — from concept, through copy and localisation, to CRM execution and post-launch performance analysis.

Key responsibilities

• Coordinate retention, loyalty, and promotional campaigns for existing clients across multiple brands/regions


• Support the setup of promotion mechanics ahead of campaign launch


• Manage the copy workflow: base (English) copy through to content team review


• Coordinate translation into approximately 6–7 languages (via agency or AI-assisted workflows)


• Liaise with regional teams for localised copy approval


• Hand over approved campaigns to the CRM execution team for setup and send


• Analyse campaign performance (using tools like Amplitude) and connect results to business impact — e.g. reactivation, deposits, trading activity


• Support communication of new product features to existing clients


• Conduct market/community research to inform retention strategy

Channels: Email, mobile app, SMS, WhatsApp, and WeChat (China) — direct client communication rather than broad social/acquisition marketing

Skills & experience

• 3+ years' experience in CRM, retention, loyalty, promotions, or customer lifecycle campaigns


• Able to explain campaign mechanics, approval workflows, localisation, and performance measurement end-to-end


• Strong analytical ability — comfortable using data to demonstrate commercial impact, not just open/click rates


• Proactive, commercially minded — able to suggest and drive ideas rather than only execute instructions


• Strong stakeholder coordination skills across regional, content, and CRM teams


• Mandarin or Cantonese speaking ability strongly preferred (reading/writing Chinese a plus)


• Industry background flexible: retail, e-commerce, loyalty, fintech, payments, gaming, or other CRM-heavy environments considered; trading/crypto/financial services exposure a bonus but not mandatory


• Comfortable with AI-assisted workflows (e.g. for translation), while being able to understand and stand behind the output

Location: Malaysia — candidates must be local or a permanent resident not requiring visa sponsorship