CRM and Retentions Manager

About Bjak

At BJAK, we’re on a mission to make insurance and financial services more accessible, affordable, and inclusive across Southeast Asia. As the region’s leading digital insurance platform, long-term growth depends not only on acquisition — but on how well we retain, engage, and grow the value of our customers.

Job Summary

The CRM & Retention Manager is a strategic, high-impact role responsible for owning customer lifecycle strategy, driving retention and engagement, and maximizing Customer Lifetime Value (CLV) through data-driven CRM initiatives.

You will sit at the intersection of data, marketing, product, and customer experience — turning insights into scalable programs that build loyalty and long-term revenue.

Key Responsibilities

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).
• Own CRM experimentation, A/B testing, and performance optimization.

Cross-Functional Collaboration