Assistant Manager, CRM

Job ID 10095468 Location Petaling Jaya, Malaysia Business The Walt Disney Company (APAC) Date posted Jul. 16, 2024

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"I didn't think it was possible that something I did for fun - telling sports stories through stats - could become my job until I came here."

Ana, Sr. Researcher, ESPN

Job Summary:

This role is based in Malaysia, responsible for Customer Relationship Management for Disney+ Hotstar in Malaysia & Southeast Asia.

The Walt Disney Company’s Direct-To-Consumer and International (DTCI) is a global business segment with the mission of providing consumers around the world access to the content they want most, on the latest platforms, at a time of rapidly evolving consumer habits. Combining the Company’s direct-to-consumer streaming services, Hulu, ESPN+ and Disney+ alongside Disney’s international media businesses, DTCI aligns cutting-edge technology with world-class content and beloved brands to expand the Company’s global footprint and deliver highly-personalized entertainment experiences to diverse consumers around the world.

This role is part of the Lifecycle team and is responsible for driving customer engagement and retention through the development, set up and optimisation of campaigns to support the key KPIs of acquisition, engagement, retention and customer lifetime value for Disney+ Hotstar.

This role will play a critical part in the Lifecycle and Retention marketing team and utilise technical understanding to drive customer engagement within the Malaysia and Southeast Asia market.

Areas of Responsibility

Operate engagement and retention campaigns
Execute engagement strategy to across pre-subscription, onboarding and in life customers
Activate retention strategies to increase Life-Time-Value
Ensure customer journeys across app and website are aligned with the brand proposition
Work with the regional team to align on strategies
Planning and development of marketing calendar for direct comms
Set up campaigns both through direct communication channels and in app
Manage process to deliver localised campaigns
Work with creative teams to define creative concepts and brief build of creative assets
Manage test, measure, learn plans (across life stages and cohorts)
Evaluate and report campaign performance and develop recommendations at a customer and campaign level
Support with engagement and retention KPI forecasting
Champion new customer engagement and retention techniques / approaches

Areas of Accountability

This role will report directly to Lifecycle Manager – SEA

Professional Qualifications and Experience

Experienced in CRM marketing preferably in an online subscription business (e.g. gaming, telecommunications, entertainment or other relevant industry)
Experience developing campaigns using CRM tools, e.g. Braze, Salesforce (or equivalent)
Experienced working across digital channels including apps and website
Hands on experience in developing campaigns from strategy through to execution and experimentation techniques
Agency briefing and management
Experience in campaign recreation and project management of the delivery
Strong track record of delivering successful campaigns
Experience delivering multiple campaigns across different channels
Results-focused with extensive experience in test and learn at a customer and campaign level
Good organisational skills and ability to prioritise workload to meet competing deadlines
Excellent communication and presentation skills
Strong analytical and numerical skills
Meticulous and commitment to accuracy
Ability to produce CRM copy in both Bahasa Malaysia and English

Skills

Results-focused with extensive experience in test and learn at a customer and campaign level
Good organisational skills and ability to prioritise workload to meet competing deadlines
Excellent communication and presentation skills
Strong analytical and numerical skills
Meticulous and commitment to accuracy
Ability to produce CRM copy in both Bahasa Malaysia and English

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

#LI-DNI

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About The Walt Disney Company (APAC):

For over 70 years, The Walt Disney Company has been entertaining consumers in Asia Pacific – and enriching people’s lives. Today’s consumer can discover new branded experiences in many ways and in many markets from Australia, New Zealand, Mainland China, Japan, Korea to Southeast Asia.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with The Walt Disney Company Malaysia Sdn Bhd, which is part of a business we call The Walt Disney Company (APAC).

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