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Senior Executive, CRM

Salary undisclosed

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Role Overview:

We are seeking a proactive and data-savvy CRM Assistant Manager/Senior Executive who will manage end-to-end customer engagement initiatives. Your primary focus is on deploying and optimizing campaigns across multiple channels, with a strategic emphasis on leveraging WhatsApp as a key conversation and engagement platform. You will work cross-functionally to deliver high-impact, personalized marketing strategies that strengthen our relationships with customers, drive retention, and enhance the user experience within the AirAsia Move ecosystem.

Key Responsibilities:

Campaign Execution:

  • Set up, launch, and monitor multi-channel CRM campaigns targeting various Lines of Business (LoBs).

  • Collaborate closely with internal executives, stakeholders, and partners to ensure alignment with business goals and brand guidelines.

Channel Expansion & Innovation:

  • Lead projects aimed at establishing new conversational channels such as FB Messenger and LINE, with a significant focus on WhatsApp.

  • Drive innovation in customer engagement by identifying emerging communication platforms and tools.

Analytics, Reporting & Insights:

  • Generate comprehensive reports and insights on both tactical and automated campaigns.

  • Present findings and actionable recommendations to stakeholders to optimize future initiatives.

Dashboard Management:

  • Build, maintain, and refine dashboards using preferred dashboarding tools (e.g., Data Studio, Tableau, or Looker).

  • Continuously enhance visualization strategies to ensure clarity, accuracy, and relevance of data presented.

Automation & Optimization:

  • Deploy, optimize, and monitor marketing automations, ensuring seamless workflows and trigger-based campaigns.

  • Identify improvement areas and recommend solutions to enhance automation efficiency and user journey fluidity.

Testing & Experimentation:

  • Propose, design, and execute A/B and multivariate tests to evaluate campaign effectiveness and user experience improvements.

  • Analyze test outcomes, derive insights, and implement learnings to refine strategies and drive better business results.

Requirements:

Technical & Tool Expertise:

  • Proven experience in WhatsApp template generation and management.

  • Strong proficiency with CRM engagement platforms such as CleverTap, Emarsys, or MoEngage.

  • Familiarity with accessing and integrating endpoints from Meta, BSPs, and RESTful APIs in general.

  • Hands-on experience using tools like Postman for API testing and validation.

Language & Communication:

  • High proficiency in English, with excellent written and verbal communication skills to clearly convey strategies, insights, and recommendations.

Collaboration & Teamwork:

  • Adept at working in cross-functional teams and collaborating with diverse stakeholders.

  • Strong interpersonal skills and a solution-oriented mindset.

Good to Have:

Educational Background :

  • A degree in Marketing, Business Administration, Programming/Engineering, or a related field is advantageous.

  • Performance Marketing Experience: Experience in performance or paid advertising, particularly in retargeting and remarketing strategies, is a plus.


We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.