CRM Manager at Grab

About the Role

We are looking for a CRM Manager to join Grab's CRM team, which owns the data-driven customer experience for consumers, delivery partners, and merchants across Southeast Asia. This role focuses on designing and running lifecycle programs that grow user growth, engagement, and retention across Grab's verticals.

Key Responsibilities

• →Design and own regional lifecycle strategies
• →Define cross-lifecycle programs to acquire, activate, engage, retain, and win back users across multiple markets and verticals
• →Translate strategies into clear, documented quarterly CRM plans with targets, segments, and channels
• →Build and deploy complex, automated journeys and campaigns in SFMC and internal platforms
• →Set up A/B and multivariate tests to improve conversion, retention, and engagement
• →Partner with Data Analytics and Market Research to define segments and understand user behavior
• →Report on CRM KPIs and measure the impact of optimisations
• →Work with country marketing, product, ops, and central teams to align on objectives
• →Present campaign performance and recommendations to senior stakeholders
• →Brief creative and content teams on campaign requirements
• →Review and approve CRM communications to ensure accuracy and relevance
• →Monitor daily campaign operations and performance
• →Be an internal subject-matter expert for CRM platforms
• →Manage a clear test-and-learn plan with documented learning goals
• →Assess and pilot new CRM channels and capabilities