CRMandRetentionsManager

Drive Loyalty. Shape Customer Value. Maximize Lifetime Revenue. ABOUT BJAK We build superior application platforms globally with the mission of creating successful businesses while contributing positively to society by making it more efficient. We developed the first and leading insurance platform in Southeast Asia to digitize the insurance industry. The platform currently serves over 8 million users across the region. We are continuing our mission by building new, superior applications in emerging use cases as applications become increasingly integrated with AI. Our team is densely talented, highly motivated, and focused on engineering and product excellence within a very flat organization. All members are expected to be hands-on and to contribute directly to the company’s mission. WHAT YOU’LL BE RESPONSIBLE FOR CRM & CUSTOMER LIFECYCLE STRATEGY - Define and own end-to-end CRM and retention strategy across the full customer lifecycle — onboarding, activation, engagement, retention, and reactivation. - Set clear goals and KPIs to drive repeat usage, policy renewals, cross-sell, and long-term CLV growth. - Develop frameworks, playbooks, and processes to systematically reduce churn and improve customer engagement across BJAK’s products. RETENTION & ENGAGEMENT CAMPAIGNS - Design, execute, and optimize CRM campaigns across email, push notifications, in-app messaging, WhatsApp, and other owned channels. - Build targeted lifecycle, behavioral, and segmented campaigns that improve activation, retention, and conversion. - Continuously test, iterate, and optimize campaigns based on performance data and customer insights. DATA, INSIGHTS & COMMERCIAL IMPACT - Analyze customer behavior, cohorts, funnel drop-offs, and usage patterns to identify risks and growth opportunities. - Translate data into actionable insights for upsell, cross-sell, renewals, and win-back strategies. - Track and report CRM performance against growth KPIs (retention rate, churn, CLV, repeat purchase, ROI)