Senior CRM Specialist

We're The Branding People, a Malaysia-based digital marketing agency serving brands across Southeast Asia. We turn insights into strategy, strategy into creative work, and creative work into measurable impact. As our partners continue to scale, we're looking for a CRM Specialist who thrives on data-driven customer retention and lifecycle marketing. If you enjoy building automated customer journeys, optimizing customer engagement through behavioral insights, and using CRM to drive measurable business growth, we'd love to meet you. What You'll Be Crafting Plan, execute, and own multi-channel lifecycle campaigns across SMS, email, push notifications, in-app messaging, and pop-ups based on customer behavior rather than a fixed campaign calendar. Build, automate, and optimize end-to-end customer journeys, including onboarding, activation, retention, re-engagement, and loyalty campaigns. Design and continuously refine customer segmentation strategies based on behavioral data, engagement levels, lifecycle stage, and customer value. Develop and optimize promotional and incentive campaigns while ensuring marketing spend delivers strong business results. Monitor campaign performance and optimize messaging, timing, channel mix, and automation flows to improve customer engagement and retention. Analyze key CRM and customer metrics such as LTV, ARPU, MAU, conversion rate, reactivation rate, open rate, CTR, and retention rate to identify growth opportunities. Collaborate closely with the data, marketing, and product teams to translate customer insights into high-performing lifecycle strategies. Conduct A/B testing across messaging, offers, segmentation, and customer journeys to continuously improve campaign performance. Stay updated on CRM best practices, lifecycle marketing trends, and customer engagement strategies to drive continuous innovation. Your Superpowers 2–4 years of experience in CRM, lifecycle marketing, retention marketing, or customer engagement. Proven experience managing multi-channel CRM campaigns across various channels. Strong understanding of customer lifecycle marketing, behavioral segmentation, and marketing automation. Experience building automated customer journeys and optimizing retention campaigns using CRM platforms (e.g. HubSpot, Salesforce). Highly analytical with the ability to interpret customer and campaign data, identify opportunities, and make data-driven decisions. Comfortable working with key business metrics such as LTV, ARPU, retention rate, churn, conversion rate, and customer engagement metrics. Experience collaborating cross-functionally with marketing, product, and data teams in a fast-paced environment. Strong problem-solving skills with a continuous improvement mindset and attention to detail. Excellent communication skills in English; Mandarin proficiency is an added advantage to support regional markets. What You'll Get Here Freedom to Work from Anywhere Remote flexibility that empowers deep work and creative flow. Upskilling That Actually Changes You Workshops, coaching, and exposure to brands across SEA with real learning and real growth. Lucrative Pay That Reflects Value Competitive salary packages designed to reward excellence, not just attendance. Health & Wellness Support Benefits that keep your mind sharp and your energy sustainable. People Who Want You to Win A driven team that collaborates, questions, builds — and celebrates progress. Plus More — Because We're Still Growing We refine, improve, and innovate constantly. You grow as we grow.