Assistant Manager, CRM

This role is based in Malaysia, responsible for Customer Relationship Management for Disney+ Hotstar in Malaysia & Southeast Asia.

The Walt Disney Company’s Direct-To-Consumer and International (DTCI) is a global business segment with the mission of providing consumers around the world access to the content they want most, on the latest platforms, at a time of rapidly evolving consumer habits. Combining the Company’s direct-to-consumer streaming services, Hulu, ESPN+ and Disney+ alongside Disney’s international media businesses, DTCI aligns cutting-edge technology with world-class content and beloved brands to expand the Company’s global footprint and deliver highly-personalized entertainment experiences to diverse consumers around the world. 
                    
This role is part of the Lifecycle team and is responsible for driving customer engagement and retention through the development, set up and optimisation of campaigns to support the key KPIs of acquisition, engagement, retention and customer lifetime value for Disney+ Hotstar.  

This role will play a critical part in the Lifecycle and Retention marketing team and utilise technical understanding to drive customer engagement within the Malaysia and Southeast Asia market.

Areas of Responsibility

• Operate engagement and retention campaigns
• Execute engagement strategy to across pre-subscription, onboarding and in life customers
• Activate retention strategies to increase Life-Time-Value
• Ensure customer journeys across app and website are aligned with the brand proposition
• Work with the regional team to align on strategies
• Planning and development of marketing calendar for direct comms
• Set up campaigns both through direct communication channels and in app
• Manage process to deliver localised campaigns
• Work with creative teams to define creative concepts and brief build of creative assets
• Manage test, measure, learn plans (across life stages and cohorts)
• Evaluate and report campaign performance and develop recommendations at a customer and campaign level
• Support with engagement and retention KPI forecasting
• Champion new customer engagement and retention techniques / approaches

Areas of Accountability

• This role will report directly to Lifecycle Manager – SEA

Professional Qualifications and Experience

• Experienced in CRM marketing preferably in an online subscription business (e.g. gaming, telecommunications, entertainment or other relevant industry)
• Experience developing campaigns using CRM tools, e.g. Braze, Salesforce (or equivalent)
• Experienced working across digital channels including apps and website
• Hands on experience in developing campaigns from strategy through to execution and experimentation techniques
• Agency briefing and management 
• Experience in campaign recreation and project management of the delivery
• Strong track record of delivering successful campaigns
• Experience delivering multiple campaigns across different channels
• Results-focused with extensive experience in test and learn at a customer and campaign level
• Good organisational skills and ability to prioritise workload to meet competing deadlines 
• Excellent communication and presentation skills
• Strong analytical and numerical skills
• Meticulous and commitment to accuracy
• Ability to produce CRM copy in both Bahasa Malaysia and English

Skills

• Results-focused with extensive experience in test and learn at a customer and campaign level
• Good organisational skills and ability to prioritise workload to meet competing deadlines
• Excellent communication and presentation skills
• Strong analytical and numerical skills
• Meticulous and commitment to accuracy
• Ability to produce CRM copy in both Bahasa Malaysia and English

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

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