Senior Associate, Campaign Management

WHY JOIN US?

• We practice a vibrant & energetic office culture.

• We provide opportunities for career advancement within the company.

• Good performance is always rewarded accordingly.

“It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.”

JOB RESPONSIBILITIES:

• Design and execute data-driven retention and win-back campaigns, pre-emptive campaigns & churn process improvement plans.
• Plan and manage customer retention campaigns (email, SMS, eDM, Whatsapp, Outbound call, etc.).
• Monitor and analyze customer data to identify churn patterns and RCA.
• Segment customers based on risk and predictive models.
• Work with cross-functional teams (Finance, Product, Sales, CX, Marketing) to address customer pain points.
• Introduce personalized touchpoints and interventions to reduce attrition.
• Track KPIs such as churn rate, retention rate, survival rate, financial benefits & provide regular performance reports and insights.
• Conduct A/B testing and performance reviews to optimize initiatives.
• Support the end to end implementation of engagement & retention initiatives to drive loyalty amongst customers
• Ensuring the database is segmented effectively for each campaign before passing it off to Telemarketing agents.
• Provide timely and effective data dashboards and analyze reports to track & monitor performance
• Obtain actionable insights and optimize results based on actionable recommendation
• Improve operational processes and workflows to ensure best practices in campaign management
• Day to day business operation support as and when required

REQUIREMENTS:

• Experience in customer retention, lifecycle marketing, or related role.
• Strong analytical skills with proficiency in tools like Excel, Power BI, or similar.
• Experience with CRM and marketing automation tools (e.g., Salesforce, MoEnggage, Insider).
• Excellent communication and stakeholder management skills.
• Knowledge of customer behavior models and churn prediction techniques.
• Strong project management capabilities.
• Passion for data-driven decision-making.
• Customer-first mindset with a focus on long-term value.