Assistant CRM ManagerMalaysia
Life at Grab
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
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
The Assistant CRM Manager is responsible for developing, implementing, and managing online marketing strategies with regard to life cycle campaigns that help to bring growth and retention for the company in all verticals/services. Using owned, paid channels like SMS and WhatsApp and tools to reach and engage with our App users and Partners.
Digital Strategy Development: Creating digital marketing strategies that align with the overall business goals. This includes defining target audiences, setting objectives, and selecting the most appropriate digital channels.
Coordination: Coordinate with creative and content writing agencies on creating assets and content for a campaign launch, it should be engaging, informative, and relevant to the audience. Coordinate various stakeholders like country marketing, product managers, and data analytics for finalizing campaign requirements. Work with local marketing stakeholders to get comms messaging, asset approved
CRM Marketing: Design and execute email marketing, push and in-app campaigns, segmenting the email list, and analyzing email campaign results.
Campaign Development: Hands-on using SFMC and/or internal platform to develop automation and journeys, liaise with agency team on development of campaign assets
Analytics and Data Analysis: Analyze data to ascertain the effectiveness of strategies and make data-driven decisions for improvements.
Client or Stakeholder Communication: Need to communicate with stakeholders, providing regular updates on campaign performance and discussing strategies.
The Day-to-Day Activities:
Lifecycle Strategy & Management
Develop and implement cross-life stage marketing strategies to acquire, engage, and retain customers across the region
Create in-depth customer journeys using different channels such as Emails, SMS, and In-App
Cross-Functional Collaboration & Stakeholder Engagement:
Provide direct support and work in partnership with Country teams to guide, evangelize, and support the creation and execution of their CRM strategies
Senior stakeholder engagement to secure buy-in and demonstrate the impact of CRM
Data Insights & Measurement
Work closely with Data Analytics, Market Research, and Local Ops teams to understand user segmentation/behavior and identify user insights that can be leveraged in lifecycle communication strategies
Track key performance indicators and campaign success metrics across the region
Work closely with Creative and Product teams to ensure communications are on-brand and impactful
Design and brief-in communications for various campaigns
Continuously evaluate and improve CRM campaigns by leveraging data
Strategize and coordinate to streamline messaging, targeting, and execution
Build and implement complex life cycle journeys & test plans via multiple channels such as email, SMS, Push, and In-App as per the campaign calendar
Research feasibility and implementation of new marketing channels
Internal SME for any platform-related questions
Review accuracy in communications, including copy, product, and T&C
Robust testing of digital campaigns across multiple platforms to maintain a high level of quality assurance
Be responsible for monitoring and managing all daily email campaigns (operations and performance)
Act as an internal champion for teams regarding platform roadmap capabilities
Champion & execute personalization and 1:1 communications approach
Program commercial goals (users, transactions, GMV) and engagement-related goals
Clear, well-documented quarterly program plans
Test & learn plan with clear learning objectives
Impact and uplift of campaign optimization
Efficiency and effectiveness of internal partner engagement
Overall thought leadership & CRM best practice deployment
Recommendations for cross-channel and local campaign consolidations/collaboration
5+ years of experience in Marketing or Business Strategy with a track record of delivering measurable results. Strong understanding of B2C customer lifecycle and needs
You have a natural aptitude for translating data into insights, and the ability to define and influence new strategies based on these insights
You have the ability to solve complex, cross-functional business problems while dealing with challenging deadlines and opposing priorities
You have strong project management and stakeholder engagement skills to manage a wide range of programs and thrive in a fast-paced and demanding environment, proactively setting the business direction and managing daily deliverables
You will have outstanding written and verbal communication and presentation skills
You understand and have prior experience or exposure to CRM or Database management
Hands-on experience with actual build/development and deployment of lifecycle automation (i.e. Salesforce Marketing Cloud, Pardot, Responsys, Adobe, Eloqua, etc.)
Familiarity with multi-channel communications such as Push, SMS, In-App, Email
Understanding of database management and data visualization platforms. Especially Understanding of SQL ability to read, write and optimize advanced SQL queries
Self-starter with a can-do attitude and a strong eye for detail
Good knowledge of online marketing techniques for both transactional & relationship marketing in B2C environments
Experience in online CRM and Campaign Management tools and sophisticated personalized e-channel tools
We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.
Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries
Join us today to drive Southeast Asia forward, together.
Grab is an equal opportunity employer. We owe our success to the talents of our globally-diverse team and the varying perspectives they add to our thriving community.
Grab does not accept unsolicited resumes sent by recruiting agencies. Please do not forward resumes to our job postings, Grab employees or other parts of the business. Grab will not be liable to pay any fees to agencies for candidates hired as a result of unrequested resumes.