Job Description
Role Overview:
We are seeking a proactive and data-savvy CRM Assistant Manager/Senior Executive who will manage end-to-end customer engagement initiatives. Your primary focus is on deploying and optimizing campaigns across multiple channels, with a strategic emphasis on leveraging WhatsApp as a key conversation and engagement platform. You will work cross-functionally to deliver high-impact, personalized spaneting strategies that strengthen our relationships with customers, drive retention, and enhance the user experience within the AirAsia Move ecosystem.
Key Responsibilities:
Campaign Execution:
Set up, launch, and monitor multi-channel CRM campaigns targeting various Lines of Business (LoBs).
Collaborate closely with internal executives, stakeholders, and partners to ensure alignment with business goals and brand guidelines.
Channel Expansion & Innovation:
Lead projects aimed at establishing new conversational channels such as FB Messenger and LINE, with a significant focus on WhatsApp.
Drive innovation in customer engagement by identifying emerging communication platforms and tools.
Analytics, Reporting & Insights:
Dashboard Management:
Build, maintain, and refine dashboards using preferred dashboarding tools (e.g., Data Studio, Tableau, or Looker).
Continuously enhance visualization strategies to ensure clarity, accuracy, and relevance of data presented.
Automation & Optimization:
Deploy, optimize, and monitor spaneting automations, ensuring seamless workflows and trigger-based campaigns.
Identify improvement areas and recommend solutions to enhance automation efficiency and user journey fluidity.
Testing & Experimentation:
Propose, design, and execute A/B and multivariate tests to evaluate campaign effectiveness and user experience improvements.
Analyze test outcomes, derive insights, and implement learnings to refine strategies and drive better business results.
Requirements:
Technical & Tool Expertise:
Proven experience in WhatsApp template generation and management.
Strong proficiency with CRM engagement platforms such as CleverTap, Emarsys, or MoEngage.
Familiarity with accessing and integrating endpoints from Meta, BSPs, and RESTful APIs in general.
Hands-on experience using tools like Postman for API testing and validation.
Language & Communication:
High proficiency in English, with excellent written and verbal communication skills to clearly convey strategies, insights, and recommendations.
Collaboration & Teamwork:
Good to Have:
Educational Background :
A degree in Marketing, Business Administration, Programming/Engineering, or a related field is advantageous.
Performance Marketing Experience: Experience in performance or paid advertising, particularly in retargeting and respaneting strategies, is a plus.
We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.
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