Assistant Manager, Customer Retention (CRM)

Overview

The role will be responsible for developing and implementing strategies to acquire, retain, and nurture both new and existing customers. Scope of work includes analysing consumer behaviour, creating engagement programs, and collaborating with various departments to enhance customer acquisition, loyalty, and satisfaction. This is a regional role that works closely with local country teams in Malaysia, Singapore, Thailand, and Philippines, and is responsible for establishing guidelines and SOPs to ensure seamless strategy alignment and consistent messaging across all markets.

Key Responsibilities

• Develop and implement acquisition and retention strategies tailored to different customer segments based on behaviour, demographic and other relevant factors.
• Build customer lifecycle journeys to drive engagement, loyalty, and long-term value.
• Engagement & Campaign Management : Plan and execute targeted engagement programs, including EDM, loyalty programs, and personalized communications to enhance customer experience and retention.
• Analyse consumer data to uncover trends and insights, then apply these learnings to improve campaign effectiveness and conversion initiatives.
• Monitor and optimize campaign performance using A / B testing and other methodologies to continuously drive acquisition and retention results.
• Establish feedback loops to collect and analyse customer insights, using them to refine engagement programs and improve overall customer interactions.
• Data, Reporting & Insights : Utilize data analytic tools to assess consumer conversion performance, and develop dashboards and reports on key KPIs related to acquisition, retention, and overall CRM effectiveness.
• Extract and transform backend data (e.g., via APIs) to support reporting and analysis.
• Define CRM metrics, monitor KPIs, analyze results, and derive actionable insights to maximize ROI and business performance.
• Cross-Functional Collaboration : Partner with marketing, sales, and support teams to ensure strategies align with business objectives.
• Develop regional CRM guidelines and SOPs to ensure strategy alignment and consistent execution across all markets.
• Coordinate with product development teams to integrate consumer feedback into product enhancements.
• Coordinate with IT and CRM vendors to integrate CRM system with existing sales platforms.

Key Requirements

CompAsia is a digital and technology company that provides end-to-end solutions for certified pre-owned devices focusing on the mobile phone life-cycle value chain. Our focus is on delivering a mobile phone lifecycle experience not limited to Trading, Financing and Insurance.

Perks and benefits include Medical, Dental, Vision, Sports (e.g. Gym), Flexi Allowance, Employee Purchase Program.

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