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Customer Relationship Manager

Apply NowApply Later Job ID 860206BR Location Kuala Lumpur, Kuala Lumpur, Malaysia Business Disney Media & Entertainment Distribution Date posted Sep. 10, 2021

Job Summary:

This role is based in Malaysia is responsible for Customer Relationship Management for Malaysia.

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 Retention & 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 deep technical understanding to drive customer engagement within the Malaysian market.


  • Lead and drive engagement and retention campaigns in the local market
  • Defining engagement strategy to across pre-launch, onboarding and in life customers
  • Defining 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
  • 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
  • Ensure effective management and delivery of campaigns
  • Manage test, measure, learn plans (across life stages and cohorts)
  • Evaluate performance and develop recommendations at a customer and campaign level
  • Report on campaign performance and effectiveness
  • Support with engagement and retention KPI forecasting
  • Work with product owners to define customer journeys and new features to drive engagement and retention
  • Champion new customer engagement and retention techniques / approaches

Basic Qualifications:

  • A Bachelor’s Degree in the relevant field
  • 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
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.


About Disney Media & Entertainment Distribution:

Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

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 with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. 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 (Southeast Asia) Pte. Limited, which is part of a business segment we call Disney Media & Entertainment Distribution.

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