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.