📌 Core Information
🔹 Job Title: Senior Associate, Campaign Management
🔹 Company: Astro
🔹 Location: All Asia Broadcast Centre, Kuala Lumpur, Malaysia
🔹 Job Type: Full-Time
🔹 Category: Entertainment Providers
🔹 Date Posted: July 14, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Designing and executing data-driven retention and win-back campaigns
- Managing customer retention campaigns across various channels
- Monitoring customer data to identify churn patterns and RCA
- Collaborating with cross-functional teams to address customer pain points
ASSUMPTION: This role requires a strong focus on data analysis and campaign management, with a significant portion of time dedicated to monitoring customer data and executing retention strategies.
📋 Key Responsibilities
✅ Design and execute data-driven retention and win-back campaigns, pre-emptive campaigns, and churn process improvement plans.
✅ Plan and manage customer retention campaigns (email, SMS, eDM, Whatsapp, Outbound call, etc.).
✅ Monitor and analyze customer data to identify churn patterns and RCA.
✅ Segment customers based on risk and predictive models.
✅ Work with cross-functional teams (Finance, Product, Sales, CX, Marketing) to address customer pain points.
✅ Introduce personalized touchpoints and interventions to reduce attrition.
✅ Track KPIs such as churn rate, retention rate, survival rate, financial benefits, and provide regular performance reports and insights.
✅ Conduct A/B testing and performance reviews to optimize initiatives.
✅ Support the end-to-end implementation of engagement and retention initiatives to drive loyalty amongst customers.
✅ Ensure the database is segmented effectively for each campaign before passing it off to Telemarketing agents.
✅ Provide timely and effective data dashboards and analyze reports to track and monitor performance.
✅ Obtain actionable insights and optimize results based on actionable recommendations.
✅ Improve operational processes and workflows to ensure best practices in campaign management.
✅ Day-to-day business operation support as and when required.
ASSUMPTION: This role involves a high degree of data analysis and campaign management, with a focus on reducing customer churn and improving retention rates.
🎯 Required Qualifications
Education: Bachelor's degree in Marketing, Business, Statistics, or a related field.
Experience: 2-5 years of experience in customer retention, lifecycle marketing, or a related role.
Required Skills:
- Strong analytical skills with proficiency in tools like Excel, Power BI, or similar.
- Experience with CRM and marketing automation tools (e.g., Salesforce, MoEngage, Insider).
- Excellent communication and stakeholder management skills.
- Knowledge of customer behavior models and churn prediction techniques.
- Strong project management capabilities.
- Passion for data-driven decision-making.
- Customer-first mindset with a focus on long-term value.
Preferred Skills:
- Experience with SQL or other database management systems.
- Knowledge of the entertainment industry or related fields.
ASSUMPTION: Candidates should have a strong background in customer retention or lifecycle marketing, with a solid understanding of data analysis and campaign management tools.
💰 Compensation & Benefits
Salary Range: RM 80,000 - RM 120,000 per annum (Based on industry standards for a mid-level marketing role in Kuala Lumpur)
Benefits:
- Medical and dental insurance
- Retirement savings plan
- Employee discounts on Astro services
- Opportunities for career advancement within the company
Working Hours: Full-time, Monday to Friday, 9:00 AM to 6:00 PM (with a 1-hour lunch break)
ASSUMPTION: The salary range is based on industry standards for a mid-level marketing role in Kuala Lumpur, with benefits packages typical for companies of this size in the entertainment industry.
📌 Applicant Insights
🔍 Company Context
Industry: Entertainment Providers
Company Size: 1,001-5,000 employees
Founded: 1996 (as a joint venture between Malaysia's leading media conglomerate, Media Prima, and Hong Kong's TVB)
Company Description:
- Astro is Malaysia’s leading content and entertainment company, serving 5.6 million homes or 72% of Malaysian TV households, 8,000 enterprises, 17.5 million weekly radio listeners across FM and digital, 14.0 million digital monthly unique visitors, and 3.2 million shoppers across its TV, radio, digital, and commerce platforms.
- Astro offers a wide range of services, including satellite television, radio, digital media, e-commerce, esports, and production.
- The company is committed to providing high-quality, innovative content and services to its customers, while also fostering a vibrant and energetic office culture.
Company Specialties:
- Home Satellite Television
- Content
- Consumer Digital
- Streaming
- E-Commerce
- Esports
- Radio
- Digital Media
- and Production
Company Website: http://www.astro.com.my
ASSUMPTION: Astro is a well-established company in the entertainment industry, with a strong focus on providing high-quality content and services to its customers.
📊 Role Analysis
Career Level: Mid-level
Reporting Structure: This role reports directly to the Head of Customer Retention.
Work Arrangement: On-site, with the possibility of occasional remote work for specific tasks.
Growth Opportunities:
- Progression to a managerial or senior managerial role within the customer retention team.
- Expansion into related roles within the marketing or customer experience departments.
- Opportunities to work on cross-functional projects and gain exposure to other areas of the business.
ASSUMPTION: This role offers opportunities for career growth and development within the customer retention team and across the broader marketing and customer experience departments.
🌍 Location & Work Environment
Office Type: Corporate office with a modern, collaborative work environment.
Office Location(s): All Asia Broadcast Centre, Technology Park Malaysia, Bukit Jalil, Kuala Lumpur, 57000, MY
Geographic Context:
- Kuala Lumpur is the capital and largest city of Malaysia, with a population of approximately 1.8 million people.
- The city is known for its vibrant culture, diverse food scene, and numerous shopping and entertainment options.
- The All Asia Broadcast Centre is located in the Bukit Jalil area, which is home to several multinational corporations and offers easy access to public transportation.
Work Schedule: Full-time, Monday to Friday, 9:00 AM to 6:00 PM (with a 1-hour lunch break), with the possibility of occasional overtime or weekend work to meet project deadlines.
ASSUMPTION: The work environment at Astro is modern and collaborative, with a focus on fostering a vibrant and energetic office culture.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-person or video interview with the hiring manager
- Final interview with the Head of Customer Retention
Key Assessment Areas:
- Data analysis and interpretation skills
- Campaign management experience
- Communication and stakeholder management skills
- Customer-centric mindset
- Problem-solving and critical thinking abilities
Application Tips:
- Highlight your relevant experience in customer retention or lifecycle marketing.
- Demonstrate your proficiency in data analysis tools, such as Excel or Power BI.
- Showcase your ability to work collaboratively with cross-functional teams.
- Tailor your resume and cover letter to emphasize your customer-centric mindset and problem-solving skills.
ATS Keywords: Customer Retention, Lifecycle Marketing, Data Analysis, Campaign Management, CRM Tools, Marketing Automation, Customer Behavior Models, Churn Prediction, Project Management, Data-Driven Decision Making, Customer-First Mindset
ASSUMPTION: The application process for this role is likely to be competitive, with a focus on assessing candidates' data analysis, campaign management, and customer-centric skills.
🛠️ Tools & Technologies
- Excel
- Power BI
- Salesforce
- MoEngage
- Insider
- CRM and marketing automation tools (specific tools may vary)
ASSUMPTION: Candidates should be proficient in using data analysis tools such as Excel or Power BI, as well as CRM and marketing automation tools relevant to the role.
👔 Cultural Fit Considerations
Company Values:
- Customer-centricity
- Innovation
- Collaboration
- Integrity
- Accountability
Work Style:
- Data-driven
- Collaborative
- Agile
- Customer-focused
Self-Assessment Questions:
- Do you have a strong passion for data-driven decision-making and a customer-first mindset?
- Are you comfortable working collaboratively with cross-functional teams to address customer pain points?
- Do you have a proven track record of success in customer retention or lifecycle marketing roles?
ASSUMPTION: Candidates should be able to demonstrate a strong fit with Astro's company values and work style, with a particular emphasis on data-driven decision-making, collaboration, and customer-centricity.
⚠️ Potential Challenges
- Managing a high volume of customer data and identifying meaningful insights.
- Balancing the need for data-driven decision-making with the need for quick, agile responses to customer issues.
- Collaborating effectively with cross-functional teams to address customer pain points.
- Adapting to a fast-paced, dynamic work environment.
ASSUMPTION: This role may present challenges related to data management, agility, collaboration, and adaptability in a fast-paced work environment.
📈 Similar Roles Comparison
- Compared to other customer retention roles, this position places a greater emphasis on data analysis and campaign management.
- In the entertainment industry, customer retention is crucial for maintaining market share and driving revenue growth.
- This role offers opportunities for career growth and development within the customer retention team and across the broader marketing and customer experience departments.
ASSUMPTION: This role is likely to be more data-focused than similar roles in other industries, with a strong emphasis on campaign management and customer retention strategies.
📝 Sample Projects
- Developing and executing a targeted email campaign to reduce churn among high-value customers.
- Analyzing customer data to identify trends and patterns, and using this information to inform retention strategies.
- Collaborating with the sales team to address customer pain points and improve retention rates among newly acquired customers.
ASSUMPTION: Sample projects for this role are likely to involve data analysis, campaign management, and collaboration with cross-functional teams to address customer pain points and improve retention rates.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and how this role fits within the broader customer retention strategy?
- How does Astro support the professional development and growth of its employees?
- What are the key priorities for this role in the first 90 days?
- How does Astro measure the success of its customer retention initiatives, and how can this role contribute to improving those metrics?
- What is the work-life balance like for this role, and how does Astro support its employees in maintaining a healthy work-life balance?
ASSUMPTION: Candidates should ask thoughtful questions that demonstrate their interest in the role, the team, and the company, while also seeking to understand the expectations and priorities for the position.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience in customer retention or lifecycle marketing, as well as your data analysis and campaign management skills.
- Prepare for the interview by researching Astro's company values and work style, and practicing your responses to common interview questions.
- Follow up with the hiring manager after the interview to express your appreciation for the opportunity and reiterate your interest in the role.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
