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.