CRM & Chatbots Manager

iMoney is the market leader for financial aggregators across Malaysia, Singapore, Philippines and Indonesia. We provide a range of solutions to our B2C and B2B customers looking for financial advice and providing them with the right package to suit their needs. The role will be based in our head office in Kuala Lumpur and report into the head of growth marketing. Excellent career opportunities are on offer for the right candidate.


Job Description

Background:
This role is best suited to someone who thrives on a changing environment and who enjoys the challenge of devising strategy and then executing that strategy whilst providing data driven insights back to the business. The ability to adapt communication styles, think out of the box and to be self-motivated and driven are vital.

    CRM - Campaign Strategy and Management:
  • Working with head of product and technology to devise strategy planning of CRM channels to deliver volume growth from CRM channels whilst achieving ROI through optimisation to maximize lifetime value of iMoney customers through cross sell and upsell opportunities
  • Hit and exceed email channel acquisition targets weekly, monthly, quarterly and across the year
  • Briefing and liaising with internal and external creative, regional business and content teams
  • Managing relationship with CRM software partners
  • Working with Online Relationship Manager to improve overall customer satisfaction and review management
  • Chatbots - Campaign Strategy and Management:
  • Work with head of product and technology to define and implement Chatbots strategy for iMoney, to scale and grow our Chatbots capabilities to achieve online acquisition targets
  • Management of iMoney chatbots, creating user journey flows, message testing, funnel analysis and optimisation
  • Competitor analysis and trend analysis of Chatbots within the marketplace
  • Testing and Analysis: CRM and Chatbots
  • Responsible for reporting and insights for CRM and Chatbots performance, testing and optimisation
  • Update and evolve testing plan, engagement plan and management plan based on key learnings from data insight
  • Delivering detailed insightful analysis concerning response through the customer journey, new member acquisition, ROI and persistency
  • Compile reports and presentations to share learnings and deliver insight to the in-house team and presenting findings to senior management team
  • Identifying opportunities for growth, presenting initiatives, implementing initiatives and analysing effect of initiatives
  • Standard Communications:
  • Ensure iMoney brand guidelines are being adhered to across communications, ensuring consistent brand messaging, imagery and tone of voice
  • Liaise with contact centre to ensure consistency across all customer communications, and providing them with required marketing material to assist with new member acquisition queries or retention saves and up/ cross sell activity

Skills & Requirements

  • 5-10 years, in-depth knowledge of Email marketing, and online marketing industry
  • Detailed understanding of email campaign management and strategy planning with knowledge of segmentation and customer database marketing desirable
  • Experience in Chatbots management is desirable
  • Understanding of internet and basic marketing techniques and awareness of other digital channels
  • Experience with major Email Service Providers (such as GetResponse) is a must
  • Proficient in the use of the internet, MS Windows and MS Office Suite including Outlook, PowerPoint, Word and Excel
  • Knowledge of financial services industry advantageous
  • Must have the ability to analyse and interpret KPIs with confidence
  • Ability to present marketing concepts, propositions and statistical analyses to all levels
  • Confident communicator, both written and verbal
  • Languages skills: English is a pre-requisite. Understanding of Malaysian Bahasa, Indonesian Bahasa or Filipino is beneficial

Please send us your résumé, examples of your best works, sketches, prototypes or anything else that demonstrates your interest and ability.