Arrangement: Hybrid (4 days WFH + 1 day WFO) Budget: Up to 24000 MYR Role Overview This role involves leading a small team focused on analyzing customer behavior data to uncover actionable insights that enhance customer lifetime value, strengthen engagement, and improve retention outcomes. Given the organization's early stage in retention maturity, the Senior Customer Value Manager will also be instrumental in building foundational frameworks, dashboards, and delivering internal knowledge-sharing sessions on retention best practices. Key Outcomes Expected Retention Driven by Data: Identify root causes of churn and discover key retention drivers through in-depth data analysis, resulting in measurable improvements in cohort performance. High-Impact Campaigns: Collaborate with Product and Marketing to design, test, and roll out targeted campaigns and offers that significantly improve customer engagement, renewal rates, and lifetime value. AI-Powered Insights: Work alongside the Data Science team to implement AI/ML models that accelerate the time from data discovery to practical retention solutions. Collaborative Execution: Jointly execute retention strategies with Product, ensuring smooth implementation and accurate performance tracking. Customer-First Feedback Loops: Systematically embed customer feedback mechanisms (such as surveys, NPS, and interviews) into the product lifecycle to guide feature prioritization. Team Leadership: Build and manage a high-performing team of analysts and lifecycle managers, set OKRs, and nurture a culture of testing, learning, and continuous improvement. Revenue Contribution: Contribute to revenue growth by increasing renewals and maximizing upsell opportunities throughout the customer journey. Core Responsibilities Data Exploration: Use BI tools like Metabase to run queries and extract essential retention and customer value insights. Retention Strategy: Develop and oversee comprehensive retention initiatives, including win-back flows and loyalty programs, while managing A/B test plans alongside Product and Marketing. Subscription Model Expertise: Apply best practices in ed-tech and recurring revenue businesses to enhance onboarding, renewal, and engagement processes. AI & Automation: Gradually implement churn prediction models, personalization tools, and AI-powered dashboards to improve efficiency and strategic decision-making. Cross-Functional Partnership: Collaborate closely with Product and Marketing teams to turn insights into seamless product experiences and lifecycle campaigns that improve onboarding, time-to-value, and renewal outcomes. Customer Insight Programs: Lead customer research efforts-via surveys, interviews, and usability tests-to validate assumptions and inform roadmap priorities. Retention Framework Development: Establish a comprehensive retention maturity model and strategic roadmap to strengthen the organization's long-term retention capabilities. Customer Value Expansion: Drive initiatives with Product and Marketing to support renewals and introduce upsell opportunities throughout the customer lifecycle. Team Coaching: Mentor and develop team members, hold regular 1:1s, set quarterly goals, and ensure smooth execution by clearing roadblocks. Reporting & Reviews: Lead regular business reviews with senior stakeholders, presenting insights and strategic recommendations in an accessible, outcome-driven format. Competitive Insight: Conduct benchmarking studies to understand market positioning and craft distinctive retention campaigns. Technical Skill Requirements Data Analytics: Skilled in querying and building dashboards using tools like Metabase or Looker. Lifecycle Campaign Platforms: Experienced in using tools such as Braze, Iterable, or Airship for campaign creation and analysis. Subscription Infrastructure: Familiar with payment and subscription tools such as Stripe, PayPal, and similar systems. Show more Show less