Job Description

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 marketing 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:

• Generate comprehensive reports and insights on both tactical and automated campaigns.

• Present findings and actionable recommendations to stakeholders to optimize future initiatives.

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 marketing 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:

• Adept at working in cross-functional teams and collaborating with diverse stakeholders.

• Strong interpersonal skills and a solution-oriented mindset.

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 remarketing strategies, is a plus.

Job Requirements