Senior Manager, Customer Retention & CRM

At True Corporation, we're building digital experiences that millions of customers choose to stay with.

As Thailand's No.1 Tech-Telco Company, we're looking for a data-driven retention leader who can turn customer insights into meaningful engagement, stronger loyalty, and long-term subscriber growth.

Role Details

• Position: Senior Manager, Customer Retention & CRM
• Department: Marketing, TrueVisions / TrueVisions Now
• Work Style: Hybrid

What You'll Do

• Develop and execute end-to-end retention strategies for TVS (Pay TV) and TVS Now (OTT) across prepaid, postpaid, and digital subscription models to reduce churn and maximize subscriber lifetime value.
• Lead lifecycle and CRM programs across onboarding, engagement, renewal, and win-back using app push notifications, email, SMS, in-app messaging, and call center / telesales support, with personalization based on customer behavior and viewing data.
• Work closely with Data / BI / AI teams to build churn prediction models, define retention KPIs and dashboards, track cohort performance and subscriber LTV, and translate insights into actionable campaigns and commercial decisions.
• Design and A/B test retention offers, including content bundling, Sports / Premium content upsell, loyalty rewards, save offers, and renewal incentives to optimize conversion and cost efficiency.
• Collaborate with Product / Platform, Content, Partnership, and Customer Service / Call Center teams while managing campaign budgets, ROI, cost per save, cost per engagement, and retention revenue contribution.

What We're Looking For

• Bachelor's or Master's degree in Marketing, Business, Economics, Data Analytics, or a related field.
• 8–12 years of experience in subscription business, Telco / Pay TV / OTT / Digital platform, and CRM / Lifecycle / Growth Marketing.
• Strong analytical and data interpretation skills, with an understanding of subscription economics, churn drivers, and customer lifetime value.
• Experience with CRM platforms such as Salesforce, Braze, MoEngage, Adobe, etc., together with strong execution, stakeholder management, cross-functional leadership, project management, and campaign optimization capabilities.
• Preferred experience in OTT / Streaming platforms, Telco or Pay TV retention models, Sports or premium content subscription businesses, and AI-driven marketing or predictive analytics.

Ready to Make an Impact

Join us in shaping personalized customer experiences across TrueVisions and TrueVisions Now.

Apply today via True Careers or LinkedIn Easy Apply.