CRM Marketing & Communications Executive

Full Job Description

About Wahed:

We have a passion to reduce financial inequality and exclusion by building world leading financial products and services aimed at giving access to all. We are a New York headquartered Financial Technology (FinTech) company focused on serving values-based (shariah compliant) digital financial services to retail clients globally, starting with wealth management. We have an impressive global team aligned with this purpose and are looking for trail blazers in their fields that will take our customer delivery to new levels. We can promise you a digital first and truly international culture, as well as a fascinating immersion into the world of FinTech and Islamic finance.

Job Brief:

A highly motivated individual and savvy CRM specialist to guide and lead customer segmentation & cohort analysis, develop strategies to retain & convert customers, leverage on CRM tools & capabilities and increase app engagements by users through effective communication. You will be required to research, analyze & define user cohorts, strategize & execute various types of communication & campaigns, and carry out regular A/B & multivariate testing. The person must have a keen eye for detail, comfortable with data and well organized. A skilled CRM marketing & comms executive should possess excellent knowledge of consumer trends, data savvy & familiar with CRM tools and clear in their communications. The person must be a strong collaborator, working cross-functionally with the central brand, sales team, performance marketing team, social media team, as well as the local country team.

• CRM segmentation & cohort identification lead
• Use CRM tools to create audience segments to target relevant cohorts.
• Identify gaps & major leakages in the customer conversion funnel and propose solutions to reduce drop offs.
• Analyze key areas of the app that require UI/UX improvements in order to improve overall customer experience.
• Improve automation workflows & key processes for smoother customer onboarding & retention experiences.

• Targeted campaigns & communications lead
• Target relevant cohorts with appropriate campaigns & communications to ensure relevance & maximize conversions.
• Perform targeted marketing activities including campaign briefing, copywriting, content creation, and campaign optimization to drive key business objectives.
• Create and execute customer engagement / activation / retention / conversion strategies in line with the company’s marketing & financial objectives.
• Leverage on marketing technology such as Iterable to plan, develop and execute targeted campaigns & communications.Adopt a test & learn approach to campaign & communication development, carry out regular A/B and multivariate testing to improve conversion rates.
• Utilize analytics tools including Kibana to conduct regular post campaign / communications analysis to draw out key learnings implemented in future activities.
• Create impactful campaigns & communications using direct feedback from the customers and sales teams in order to improve overall customer experience & sentiment.

• 2 - 4 years of working experience in similar roles.
• A positive, solutions-oriented, creative and success-driven attitude.
• Self-starter with strong CRM marketing experience.
• Communications experience in engaging specific cohorts across different platforms (email, in app notification, push notification, etc.).
• Campaign experience in end to end targeted campaigns development & execution.
• Familiarity with culture and business in Malaysia - having worked locally in similar roles.
• Languages must be proficient in English and Malay. More languages are a bonus.