CRM and Retentions Manager at Bjak in Malaysia

Drive Loyalty. Shape Customer Value. Maximize Lifetime Revenue. ABOUT BJAK We build superior application platforms globally with the mission of creating successful businesses while contributing positively to society by making it more efficient. We developed the first and leading insurance platform in Southeast Asia to digitize the insurance industry. The platform currently serves over 8 million users across the region. We are continuing our mission by building new, superior applications in emerging use cases as applications become increasingly integrated with AI. Our team is densely talented, highly motivated, and focused on engineering and product excellence within a very flat organization. All members are expected to be hands-on and to contribute directly to the company’s mission. 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