AVP, Base Management

WHY JOIN US?

• We practice a vibrant & energetic office culture.
• We provide opportunities for career advancement within the company.
• Good performance is always rewarded accordingly.

“ It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable. ”

Job Responsibilities Customer Retention & Churn Management

• Develop and implement retention strategies to reduce churn.
• Monitor customer churn trends and identify key drivers impacting subscriber retention.
• Lead proactive retention and save campaigns for at-risk customer segments.
• Evaluate campaign effectiveness and recommend improvements.

Customer Lifecycle Strategy

• Define lifecycle journeys across acquisition, onboarding, engagement, retention, recontracting, winback, and loyalty stages.
• Develop targeted offers and propositions based on customer behavior and segment needs.
• Identify opportunities to enhance customer lifetime value (CLV).

Commercial Performance Management

• Monitor subscriber KPIs including churn, retention, recontracting, ARPU, and revenue.
• Build business cases and recommendations to improve customer and commercial outcomes.
• Track and report campaign performance against business targets.

Content & Channel Strategy

• Collabrate with Content team to define content and channel strategies that support subscriber acquisition, retention and engagement objectives.
• Identify gaps and opportunities within the channel portfolio, including Linear TV, OTT app and streaming propositions.
• Monitor customer consumption trends and competitor offerings to recommend improvements to the content ecosystem.

Data Analytics & Insights

• Analyze customer data and develop actionable insights.
• Leverage predictive models and customer segmentation to improve targeting accuracy.
• Utilize customer behavior, usage and viewership data to identify growth opportunities.

Requirements Qualification Requirements:

• Bachelor's Degree in Business Administration, Marketing, Economics, Statistics, Data Analytics, Finance or a related field.
• MBA or relevant professional certification is an added advantage.
• Minimum 7-10 years of experience in Customer Lifecycle Management, CRM, Retention, Base Management, Commercial Strategy, Marketing Analytics, or related fields.
• Minimum 3-5 years of people management experience.
• Proven experience managing customer retention, churn reduction and revenue growth initiatives.
• Strong experience in campaign analysis and performance management.
• Experience developing business cases and presenting recommendations to senior leadership.