Position : Customer Retention Manager Company: Leading Global Insurtech Company Location : Kuala Lumpur, Malaysia Company Overview: Our client is a leading global insurtech platform dedicated to connecting insurers, distributors, and customers through innovative digital solutions. It leverages advanced technology to simplify insurance processes, enhance accessibility, and create seamless experiences across multiple channels. The organization operates in numerous markets worldwide, offering a broad portfolio that includes device protection, general insurance, and embedded insurance solutions. Job Summary: We are seeking an experienced Customer Retention Manager to be the strategic leader driving retention and loyalty initiatives for our device protection and micro-insurance services across the region. This role focuses on developing and executing innovative retention strategies with our business partners - including leading telecommunications providers and major retailers - by leveraging AI-powered solutions and omni-channel engagement. You will play a key role in enhancing customer engagement, reducing churn, and increasing customer lifetime value through data-driven activities and personalised experiences. Key Responsibilities Lead, develop, and execute bold retention and loyalty strategies with partners to aggressively reduce churn and increase CLV. Design and run data-driven campaigns, creating personalised customer journeys, innovative offers, and targeted incentives to improve subscription renewal. Optimise engagement across email, SMS, social media, and push notification platforms to boost customer loyalty. Collaborate with data science teams to segment at-risk customers and tailor retention strategies for each segment. Monitor and report on key KPIs including churn rate, customer satisfaction, and campaign performance, making adjustments for maximum effectiveness. Partner with AI specialists to create churn propensity models, develop targeted offers, and automate personalised engagement. Build and maintain relationships with external partners to co-create strategies that enhance both sales performance and CLV. Work cross-functionally with general managers, account managers, marketing, and customer experience teams to ensure retention goals align with wider business objectives. Required Skills & Experience: Bachelor's degree in Business, IT, Marketing, Communications, or related field. Minimum 7-10 years in lifecycle or retention marketing, covering channels such as email, SMS, push notifications, and other engagement tools. Strong background in data-driven loyalty and retention strategies. Experience in telecommunications, insurance, start-ups, or subscription-based industries preferred. Skilled in analysing data and generating actionable insights. Understanding of UX/UI principles and their impact on customer conversion and retention. Strong leadership, project management, and stakeholder management skills. Adaptable, versatile, and able to work effectively in cross-functional teams. Show more Show less