Leads customer retention, churn reduction, lifecycle strategy, commercial performance, and subscriber growth initiatives. Develops retention campaigns, customer journeys, targeted offers, and business cases while monitoring churn, ARPU, revenue, and campaign performance. Partners with content teams on TV, OTT, and streaming strategies, using customer behavior, viewership data, segmentation, and predictive models to identify growth opportunities and improve customer lifetime value.
WHY JOIN US?
We practice a vibrant & energetic office culture.
We provide opportunities for career advancement within the company.
Good performance is always rewarded accordingly.
“It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.”
JOB RESPONSIBILITIES:
Customer Retention & Churn Management
- Develop and implement retention strategies to reduce churn.
- Monitor customer churn trends and identify key drivers impacting subscriber retention.
- Lead proactive retention and save campaigns for at-risk customer segments.
- Evaluate campaign effectiveness and recommend improvements.
Customer Lifecycle Strategy
- Define lifecycle journeys across acquisition, onboarding, engagement, retention, recontracting, winback, and loyalty stages.
- Develop targeted offers and propositions based on customer behavior and segment needs.
- Identify opportunities to enhance customer lifetime value (CLV).
Commercial Performance Management
- Monitor subscriber KPIs including churn, retention, recontracting, ARPU, and revenue.
- Build business cases and recommendations to improve customer and commercial outcomes.
- Track and report campaign performance against business targets.
Content & Channel Strategy
- Collabrate with Content team to define content and channel strategies that support subscriber acquisition, retention and engagement objectives.
- Identify gaps and opportunities within the channel portfolio, including Linear TV, OTT app and streaming propositions.
- Monitor customer consumption trends and competitor offerings to recommend improvements to the content ecosystem.
Data Analytics & Insights
- Analyze customer data and develop actionable insights.
- Leverage predictive models and customer segmentation to improve targeting accuracy.
- Utilize customer behavior, usage and viewership data to identify growth opportunities.
REQUIREMENTS:
Qualification Requirements:
- Bachelor's Degree in Business Administration, Marketing, Economics, Statistics, Data Analytics, Finance or a related field.
- MBA or relevant professional certification is an added advantage.
- Minimum 7-10 years of experience in Customer Lifecycle Management, CRM, Retention, Base Management, Commercial Strategy, Marketing Analytics, or related fields.
- Minimum 3-5 years of people management experience.
- Proven experience managing customer retention, churn reduction and revenue growth initiatives.
- Strong experience in campaign analysis and performance management.
- Experience developing business cases and presenting recommendations to senior leadership.
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