Assistant Manager, CRM

Get to Know the Team

The CRM team owns the data-driven customer experience for Grab consumers delivery partners and merchants across South East Asia. The team develops personalized strategy across email SMS push notifications in-app messaging and other marketing channels. The team also plays a crucial role in extending personalization strategy into our product and service channels.

Get to Know the Role

You will develop implement and manage online marketing strategies with regard to lifecycle campaigns that help to bring growth and retention across all products or services. We use owned paid channels like SMS and Whatsapp and tools to reach and engage with our App users and Partners. You will report to the CRM Manager and work onsite in Petaling Jaya.

The Critical Tasks You Will Perform

• You will take end-to-end ownership of CRM lifecycle campaigns. These campaigns include defining target audiences content strategy and user journeys. Additionally you will be responsible for testing and executing campaign launches across multiple channels such as email SMS Push and In-App communications.
• You will deliver personalized and one-to-one communication approach always keeping the customer-centric mindset in focus. Understanding user segmentation/behaviour and identify user insights to be used in lifecycle communication strategies.
• You will collaborate with the Data Science team to ensure the successful launch and maintenance of live campaigns and conduct in-depth analysis of campaign results to evaluate and improve campaigns.
• You will be a Subject Matter Expert for the CRM team engaging with stakeholders to recommend best practices experiment scale up campaigns and provide updates on CRM capabilities and priorities.
• You will adopt a data-driven approach to identify growth opportunities for the financial services at Grab working with Regional and Local Marketing teams to align on comprehensive marketing and CRM strategies.
• You will collaborate with Product Marketing Managers to support new product and feature launches and drive feature adoption among the customer base.
• You will work with Creative and Product teams to ensure communications are on-brand and impactful by designing and briefing communications for campaigns.
• You will monitor and manage all daily email campaigns focusing on operations and performance of campaign success metrics.

Qualifications :

What Essential Skills You Will Need

• 5 years of experience in Marketing or Business Strategy with experience in delivering measurable results. Experience with B2C customer lifecycle and needs.
• Bachelors Degree in Computer Science Engineering Marketing or Digital Media.
• Experience leading the design development testing and launch of complex CRM or marketing lifecycle campaigns.
• Strong project management and stakeholder engagement skills to manage multiple programs while proactively setting the business direction and managing daily deliverables.
• Familiarity with multi-channel communications including Push SMS In-App and Email.
• Proficient in analyzing data to identify trends and patterns understanding their impact on business and marketing goals.
• Have experience translating data into insights and the ability to develop new strategies based on these insights.
• Experience solving complex cross-functional business problems while dealing with deadlines and opposing priorities.
• Hands-on experience with actual build development and deployment of lifecycle automation (i.e. Salesforce Marketing Cloud Pardot Responsys Adobe Eloqua etc.)

Additional Information :

Life at Grab

We care about your well-being at Grab here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through lifes challenges.
• Balancing personal commitments and lifes demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality ethnicity race religion age gender family commitments physical and mental impairments or disabilities and other attributes that make them unique.

Remote Work :

No

Employment Type :

Full-time