CRM & Lifecycle Marketing Manager

StashAway is looking for an experienced CRM & Lifecycle Marketing Manager to join our Marketing Team. Reporting to the Head of Online Marketing & CRM, this position is crucial for optimising the customer funnel through the entire lifecycle.

Based in Kuala Lumpur, the Online Marketing & CRM team oversees tactical campaigns and customer retention across five markets: Singapore, Malaysia, Dubai, Hong Kong, and Thailand. You will work closely with the product and broader marketing team to develop lifecycle and growth marketing strategies.

This role involves full responsibility for building the lifecycle marketing calendar, enhancing our martech capabilities, and leading as well as executing campaigns and activities that drive business growth. The focus will be on driving user activation, engagement, and retention across various channels, including email, push notifications, in-app messages, and WhatsApp, in support of StashAway’s key growth objectives.

Responsibilities:

• End-to-End Campaign and Lifecycle Management: Assume comprehensive responsibility for lifecycle marketing programs, managing key metrics for user activation, engagement, and retention.
• Customer Journey Development: Develop, implement, and optimise customer journeys to unlock additional value from users and drive growth opportunities.
• Campaign Planning and Execution: Plan and execute end-to-end campaigns across email, WhatsApp/SMS, and in-app touchpoints to drive cross-sell targets. This includes identifying suitable segments, bundling campaigns, drafting compelling content, and reporting on conversion results.
• Automated Workflow Management: Map out triggers and content based on user actions and build automated email workflows for welcoming, nurturing, and cross-sell.
• Lifecycle Segmentation: Utilise customer data to segment the customer base effectively, developing tailored marketing efforts that resonate with individual customer needs at different lifecycle stages.
• Data-Driven Insights: Collaborate with data analysts to generate actionable insights that inform strategic lifecycle and growth marketing initiatives, increasing user lifetime value.
• Hypothesis-Driven Testing: Maintain a test-and-learn approach for all lifecycle marketing projects, leveraging customer insights, A/B, and multivariate testing.
• Performance Tracking and Reporting: Track campaign performance and key metrics, measure effectiveness, identify optimization areas, and report on results including ROI, LTV, and other key performance indicators to stakeholders and senior management.
• Cross-Functional Collaboration: Work with product, brand & investment team to ensure close correlation to the in-app journey and best-in-class content & campaigns; and partner with data, technology, and other teams to enhance marketing capabilities.
• Operational Efficiency: Drive operational improvements and efficiency within the team by integrating new processes and technology solutions that enhance workflow and productivity.
• Stakeholder Management: Collaborate with internal stakeholders to manage issues and inquiries arising from marketing engagements.
• Managing MarTech stacks: Work with product team to troubleshoot or optimise existing tech stacks, implement integration of new SaAS tools

Requirements

• Minimum 5 years of experience in CRM / Loyalty / Lifecycle / Email marketing
• Familiarity with orchestrating multi-channel campaigns using marketing automation platforms, e.g., CleverTap, SAP Emarsys, Braze, or other similar platforms.
• Understand the customer lifecycle concept and possess working knowledge in developing marketing campaigns for loyalty and retention programs
• Experience working across digital channels including mobile app and website
• Demonstrates strong analytical skills, utilising data for effective problem solving, making informed decisions and evaluating campaign performance
• A highly effective communicator and the ability to work effectively with a wide range of internal and external stakeholders
• Sound data analysis skills and knowledge (SQL is a plus)
• Proficiency in HTML and CSS is a plus
• Proven track record in driving conversion and retention from email/Whatsapp marketing efforts
• Have a good knowledge of industry benchmarks and best practices. Excel in campaign execution, and capable of multitasking.

Benefits

Employee financial and physical well-being

• Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee.
• Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply).
• Management fee discount: You will receive an employee discount on your asset management fees when you invest with StashAway.

Flexible work arrangements and policies

• Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.

• Personal work equipment budget: It’s important that you have a workstation that’s optimal for you wherever you are.

Learning and development opportunities

• You will be given an annual Learning and Development budget to help you continuously learn in your pursuit of your professional and personal development. You may use the budget for resources and tools that may help you perform better at work. This budget is subject to management approval.

Team bonding budget and initiatives

• Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.
• Annual off-site (Oct): Each off-site gathers all employees for a full day of company-wide team bonding activities and challenges.