Assistant Manager - CRM

Job Description

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 the personalization strategy across email, SMS, push notifications, in-app messaging, and other marketing channels, whilst being a crucial part of the team that extends that personalization strategy into our product and service channels.

Get to Know the Role

In this role, you will develop, implement, and manage online marketing strategies with regard to lifecycle campaigns that help to bring growth and retention for Grab across different verticals or services. Using 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, including defining target audiences, content strategy, and user journeys, which includes testing and executing campaign launches across multiple channels like email, SMS, Push, and In-App communications.
• You will champion a personalized and one-to-one communication approach, always keeping the customer-centric mindset in focus by 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.
• You will adopt a data-driven approach to identify growth opportunities, working with Regional and Local Marketing teams to align on comprehensive marketing and CRM strategies and support new product launches.
• You will be a Subject Matter Expert for the CRM team, engaging with key stakeholders to recommend best practices, experiment, scale up campaigns, and provide updates on CRM capabilities and priorities.
• You will work with Creative and Product teams to ensure communications are on-brand and impactful by briefing communications for campaigns.

Qualifications

What Essential Skills You Will Need

• 5+ years of experience in Marketing or Business Strategy for B2C customer lifecycle and needs.
• Bachelor's Degree in Computer Science, Engineering, Marketing, or Digital Media.
• Experience designing, developing, testing, and launching complex CRM or marketing lifecycle campaigns.
• Strong project management and stakeholder engagement skills to manage programs while 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.
• Experience translating data into insights, and ability to create new strategies to solve complex business problems.
• Hands-on experience with building, 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 life's challenges.
• Balancing personal commitments and life's 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.