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Full-Time

Head, Customer Lifecycle Marketing

The Head of Customer Lifecycle Marketing is to lead & strategise through-the-funnel customer acquisition & retention efforts across the business to engage, retain and grow Setel’s customer base. You will also lead a team in tracking, testing and optimizing customer lifecycle journeys on Setel through multi-channel marketing messaging campaigns across email, in-app messaging, digital channels, SMS and more to meet Setel’s business needs.

In this role, you’ll have an opportunity to work closely with internal and external stakeholders to identify opportunities that will drive user growth & retention while upholding our brand image. Performance driven, highly creative thinking, combined with demonstrated innovation and analytical capabilities, are necessities for this role.

In This Role You Will:
Develop strategies to engage, retain & grow Setel’s customer base through the different lifecycle journeys such as onboarding, nurturing, activation, cross-sell, up-sell and churn management with the objective of meeting Setel’s business needs.
• Present CLM strategies to management and key stakeholders for approval
Stay up-to-date with latest developments in customer marketing trends and propose best practices in driving CLM initiatives forward
• Identify & establish initiatives to drive monthly active customers
• Manage allocated budget for CLM initiatives
Work closely with internal stakeholders to establish the right features, tools, platforms, targeting and user segments strategies based on customer lifecycle management & predictive analytics
• Grow organic adoption and referral programmes
• Work closely with the design and marketing teams to develop high-performing ads and content
Lead on planning, forecasting and measurement of customer lifecycle marketing campaigns’ impact on the business

You’re a great fit if you have:

Degree in Marketing/Mass Communications with minimum 6-8 years of working experience in customer lifecycle marketing for e-commerce, fintech or tech industry
Experience in developing strategies for through-the-funnel customer acquisition and retention
Experience developing content that generates engagement and top of the funnel growth.
Deep knowledge of paid media platforms, content strategy and multi-channel drip campaigns
Metrics-driven, understanding the relationship between CAC & LTV, ROAS, and other unit economics
Passionate about understanding consumer behaviour, translating findings into meaningful action
Excellent verbal and written communication skills, strong presentation skills
Fluent in digital analytics i.e. Google, Mixpanel etc
Fluent with running campaigns on Facebook, Google, Twitter, app, mobile & email marketing platforms
Previous experience with enterprise CRM and lifecycle marketing platforms such as Salesforce, Marketo, Mailchimp, Clever Tap, Braze etc
Keen sense for details with an analytical and critical thinking mind-set
Ability to think creatively, highly driven and self-motivated
Strong written and verbal communications skills in English
Able to adapt and perform in a fast-moving environment

Bonus Qualifications

Setel Ventures Sdn Bhd is fully committed to the protection of Personal Data and the compliance of Personal Data Protection Act 2010 (“Act”). Setel Ventures Sdn Bhd assures that any Personal Data collected, stored, processed and used for the purpose of this registration/application shall comply with the requirements of the Act and only to be used within the Setel Ventures Sdn Bhd.

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