Lifecycle lead (CRM)

Responsibilities

• Develop a clear, actionable and performance-driven lifecycle roadmap for Malaysia based on aligned regional lifecycle strategy, the local business environment and consumer behaviour
• Continuously support the expansion, utilization of communication touchpoints to maximize influence on shippers and provide a seamless user experience
• Be a lifecycle, consumer and business champion for the marketing team and external stakeholders
• Ensure that all hygiene lifecycle journeys are setup (acquisition, activation,retention and reactivation) across all products (field sales, self serve etc.)
• Design data-driven experiments to drive engagement, conversions and shipper value perception.
• Segmentation and personalization to drive incremental conversions 
• Ensure that deployment is of high quality (UX friendly) and support deployment whenever required (email, whatsapp, sms etc.) 
• Data-driven campaign optimization
• Monitor, report and optimize shipper lifecycle performance within internal team and to external stakeholders (Eg. field sales, trade marketing etc)
• Deep dive analysis to uncover data-driven actionable insights for performance optimization or create white spaces to drive the business
• Support the expansion of lifecycle team’s visibility with key stakeholders to capitalize on any further opportunities to drive the business (x-sell other key products)

Requirements

• 5 to 8 years of lifecycle / CRM experience in the tech / ecommerce / logistics space
• Proficiency with Salesforce Marketing Cloud, Salescloud and HTML
• Proficiency with data analytics tools (Tableu, Power BI, Metabase) 
• Diploma/Bachelor’s Degree in Art/Design/Multimedia/Visual Communication or equivalent 
• Data-driven and analytical. Statistical background is a plus
• Strong knowledge of local consumer behaviour and strong consumer / business instincts
• A great storyteller, strong communication and interpersonal skills to communicate and pitch effectively with local and regional stakeholders
• A self-starter, proactive and hands-on approach. Get it done right, and fast!
• Detailed attention to detail and team player to ensure strong execution