Lead, CRM & Retention Marketing at Bjak in Malaysia

Drive Value. Shape Loyalty. Make Every Customer Stay. 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. Key Responsibilities: - Own the full lifecycle management of multi-channel retention campaigns (Email, SMS, Push, In-App), ensuring the right message hits the right customer at critical moments, especially pre-renewal. - Design and implement automated customer journeys for core segments, including "Quote Not Bought," "Pre-renewal," "Cross-sell," and "Win-back" programs, ensuring maximum efficiency and conversion. - Conduct rigorous experimentation across all campaign components (subject lines, creative, offer value, and timing) to continually maximize open rates, click-through rates, and policy renewal/conversion rates. - Develop and execute cross-sell strategies (e.g., multi-product bundling) and manage relationships with loyalty reward partners (e.g., merchandise, gift cards) to enhance customer loyalty and drive multi-product adoption. - Manage the financial balance between the "cost of loyalty" (rewards, discounts) and the "incremental value" generated by retained customers, ensuring that all retention activities are profitable and scalable. The right fit has: - 2+ years of hands-on experience in CRM, Retention Marketing, or Digital Campaign Management, preferably within technology, e-commerce, or high-volume subscription business. - Ability to move beyond execution to value proposition design, backed by strong proficiency in Excel (Pivot Tables) and Google Analytics for interpreting campaign data. - Deep, practical experience building, deploying, and managing complex journeys within a modern CRM platform (e.g., Braze, Salesforce Marketing Cloud, HubSpot, or equivalent). - A strong grasp of mobile app ecosystems, including Push Notifications, In-App Messaging, and deep linking, as it relates to customer engagement and retention. - Zero tolerance for errors in customer-facing communications and a meticulous approach to campaign setup, QA, and documentation. - Familiarity with the entire Growth framework (AARRR) and the strategic importance of retention and referral channels in driving scalable business growth. Why BJAK: - Lead retention marketing for a fast-growing digital insurance platform with global ambitions. - Own and optimize customer journeys that directly impact revenue and profitability. - Collaborate with cross-functional teams to design innovative campaigns and loyalty programs. - Work in a dynamic, data-driven, and high-growth environment. - Hybrid work setup in Malaysia, competitive remuneration, and opportunities to scale impact across the business.