Customer Journey Manager - FX & CFDs Industry - Malaysia
- Kuala Lumpur
- Permanent
- Full-time
- Develop and continuously refine the trader journey from initial lead through to loyal, high-value client.
- Identify and tailor engagement approaches for key lifecycle phases, including onboarding, active trading, dormancy, and churn risk.
- Build detailed customer personas and journey maps informed by trading data and segment insights.
- Design and deploy personalized campaigns across channels such as email, SMS, push notifications, and WhatsApp to drive trader activation, retention, and reactivation.
- Own the onboarding experience, guiding traders smoothly from account setup through their first deposit and trades.
- Implement strategies to win back inactive or churned traders.
- Utilize CRM and analytics data to segment traders by behavior, geography, and value tiers.
- Track and analyze campaign performance, engagement rates, and lifetime value metrics.
- Manage CRM and marketing automation platforms (Salesforce, Braze, HubSpot, etc.) to deliver personalized, timely, and compliant communications.
- Conduct A/B testing and optimize campaign flows based on data insights.
- Collaborate with product, compliance, support, and growth teams to ensure lifecycle communications are aligned with business priorities and platform updates.
- Integrate lifecycle marketing efforts with broader promotional campaigns and educational content.
- Bachelors degree in Marketing, Business, Economics, or related discipline
- 4 to 7 years of experience managing CRM, lifecycle marketing, or customer engagement, ideally within brokerage, fintech, or digital platform environments
- Strong knowledge of trader psychology, trading behavior, and the FX/CFD lifecycle
- Proven ability to design and manage effective user journeys and retention programs
- Solid analytical skills, with experience in segmentation and funnel analysis
- Proficiency with CRM and marketing automation tools such as Salesforce, HubSpot, or Braze
- Exceptional project management skills and a collaborative mindset
- Experience working in a regulated financial environment (e.g., ASIC, FCA, CySEC)
- Familiarity with trading platforms such as MT4, MT5, or proprietary apps
- Knowledge of email deliverability, personalization logic, and campaign metrics
- Ability to craft or adapt compelling messaging tailored to user personas and behaviors
- Strategic role within a fast-growing global brokerage with ambitious expansion plans
- Autonomy to lead and shape lifecycle and retention strategies
- Exposure to a high-volume, high-growth digital business environment
- Competitive salary, performance-based bonuses, and opportunities for professional growth