CRM and Retention Manager (Fintech)

TL;DR

CRM and Retention Manager (Fintech): Defining and owning end-to-end CRM and retention strategies for a leading Southeast Asian insurance platform with an accent on customer lifecycle optimization and CLV growth. Focus on designing multi-channel behavioral campaigns, analyzing customer cohorts, and optimizing onboarding flows to maximize lifetime revenue.

Location: Hybrid working setup in Malaysia

Company

hirify.global is a leading digital insurance platform in Southeast Asia serving over 8 million users with a mission to digitize the insurance industry.

What you will do

• Define and own end-to-end CRM and retention strategy across the full customer lifecycle (onboarding, activation, engagement, and reactivation).
• Develop frameworks and playbooks to systematically reduce churn and improve customer engagement.
• Design, execute, and optimize multi-channel campaigns across email, push notifications, in-app messaging, and WhatsApp.
• Analyze customer behavior, cohorts, and funnel drop-offs to identify growth opportunities and actionable insights for upsell/cross-sell.
• Partner with Product and Marketing teams to improve onboarding flows and product adoption.
• Establish structured feedback loops to capture customer insights and advocate for internal product improvements.

Requirements

• 5–7 years of experience in CRM, Retention, or Lifecycle Marketing within fintech, insurance, e-commerce, or high-growth B2C platforms.
• Proven track record of improving retention, engagement, renewal rates, or CLV.
• Strong analytical skills with hands-on experience in CRM tools, segmentation, and cohort analysis.
• Experience running multi-channel CRM programs and lifecycle campaigns at scale.
• Ability to work cross-functionally and influence Product, Marketing, and Data teams.
• Must be based in Malaysia for a hybrid working setup.

Culture & Benefits

• Opportunity to lead customer retention for Southeast Asia’s largest digital insurance platform.
• Hybrid working setup based in Malaysia.
• Competitive compensation package.
• High visibility role with strong career progression opportunities in a fast-growing tech environment.