Job description:
Position TitleAssistant Manager, CRM
Report ToManager, Digital Marketing
Position SummaryThis role is responsible for driving online revenue growth through effective CRM strategies, including email marketing, web push, app push, and in-app notifications for Malaysia Airlines. The ideal candidate should have at least 5 years of experience and will be accountable for overseeing campaign planning, execution, data management, and performance analysis to maximize customer engagement while ensuring compliance with regulatory standards.
Key AccountabilityCustomer Data Management
- Responsible in planning, developing, and managing entire Malaysia Airlines marketing databases strategy (globally).
- Responsible to set up end to end email (eDM) and push notification marketing campaign & promotional activities globally for Malaysia Airlines.
- To support Malaysia Airlines email deliverability IP address and domain from blacklisted and emails do not land in the spam folder. To ensure email campaigns adhere to industry standards and do not violate regulatory compliances such as GDPR and PDPA.
- Responsible to plan and execute lead generation strategy (acquisition) to grow Malaysia Airlines newsletter and mobile application database.
- Responsible in sending and creating brief to Creative Marketing Department to support eDM & push notification marketing channel platform.
- To ensure eDM & push notification marketing message is conveyed clearly and delivered properly to Malaysia Airlines subscribers.
- To ensure email marketing rendering in proper form and template. Proofread emails for clarity, grammar, and spelling with the Malaysia Airlines personalization strategy.
- Responsible to track and analyze marketing campaigns and provide solution/strategy to boost email marketing & push notification target sales.
- Coordinate and monitor the maintenance, integrity, and security of several databases.
- To develop and manage the list segmentation for all email marketing campaigns based on demographic, behavioral, psychographic, and other criteria and run highly personalized email campaigns.
- To develop the html code for each email marketing and ensure the email is render properly in both desktop and mobile-friendly.
Cross-Department Collaboration
- Assisting in liaising with internal business units such as MHholidays, Enrich, Corporate Comms, Market Station, Ancillary, Digital Solutions, and Revenue Management team.
Performance Tracking and Reporting
- Continuously doing A/B test or multivariate test to improve open rate and click through rate.
- Track and report on key performance indicators (KPIs) related to CRM initiatives, such as customer satisfaction scores, retention rates, and campaign ROI.
Qualification & Working Experience - Bachelor’s Degree in Computer Science, Information Technology, Data Management, or a related field.
- 5-7 years experience.
Area of Experience - Excellent understanding of digital marketing concepts and best practices
- Writing database queries for storing procedures via SQL.
- Well verse in html coding, Jscript is a plus
- Perfect knowledge of web analytics tools
- Developing and designing an automate data load process (ETL)
- Managing database programs.
- Analytical, data-driven and well-versed with Excel.
- Excellent communication and interpersonal skills.
