Senior Associate, Portfolio & Pricing 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: Key Responsibilities Portfolio Performance & Insights • Monitor prepaid portfolio health across active base, churn, retention, recharge, usage, ARPU, revenue, product adoption, and customer engagement. • Analyse performance trends and customer behaviour to identify root causes, risks, and growth opportunities. • Translate data into clear commercial insights and actionable recommendations for management. • Develop and maintain portfolio dashboards, performance reviews, and ad hoc business analyses. CRM & Customer Lifecycle Management • Plan and execute CRM initiatives across the customer lifecycle, including onboarding, early-life engagement, usage and recharge stimulation, upsell/cross-sell, retention, churn prevention, reactivation, and win-back. • Identify relevant customer segments and develop targeted propositions, offers, and engagement approaches based on customer behaviour. • Continuously optimise lifecycle journeys to improve customer engagement and lifetime value. Campaign Management & Optimisation • Manage assigned CRM campaigns end-to-end, from objective setting and segmentation through execution, measurement, and optimisation. • Track campaign response, conversion, incremental revenue, retention uplift, offer take-up, and ROI. • Apply a structured test-and-learn approach , including control groups where appropriate, to establish incremental campaign impact. • Capture campaign learnings and translate them into improvements for subsequent initiatives. Commercial & Customer Value Optimisation • Identify opportunities to improve portfolio monetisation, product adoption, customer engagement, and retention. • Assess the impact of product launches, promotions, pricing changes, and market activities on the existing customer base. • Recommend and implement actions that improve customer value while maintaining a positive customer experience. Stakeholder & Execution Management • Work cross-functionally with Product, Marketing, Digital, Sales, Analytics, Technology, Finance, Customer Service, and other relevant teams. • Define clear business requirements and coordinate implementation, testing, launch readiness, and post-launch monitoring. • Take ownership of assigned initiatives, proactively managing deliverables, dependencies, issues, and timelines. Key Measures of Success • Portfolio Health: Active base, retention/churn, engagement, recharge, usage, ARPU and customer value. • CRM Effectiveness: Conversion, incremental revenue, retention uplift, reactivation, upsell/cross-sell and campaign ROI. • Insights & Analytics: Quality, accuracy and timeliness of analysis; ability to identify drivers and recommend actionable interventions. • Execution: Timely and accurate delivery of CRM and portfolio initiatives. • Optimisation: Measurable improvement generated through segmentation, experimentation, and continuous optimisation. Skills & Competencies • Strong analytical and commercial thinking with the ability to translate data into business actions. • Good understanding of CRM, customer lifecycle management, segmentation, and campaign measurement. • Strong Excel and PowerPoint capabilities; experience with BI/analytics tools is advantageous. • Strong problem-solving skills with attention to detail and a customer-centric mindset. • Effective communication and stakeholder management across cross-functional teams. • Ability to independently manage multiple priorities and deliver against timelines. REQUIREMENTS: The role is expected to demonstrate ownership beyond reporting , independently managing defined areas of portfolio and CRM performance and proactively identifying opportunities for improvement. Monitor → Analyse → Identify Opportunity → Recommend → Execute → Measure → Optimise Success in the role means not only explaining what happened , but determining why it happened, what action should be taken, and whether that action delivered measurable commercial impact .