Customer Lifecycle Associate

Job description

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it! Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 10-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since. Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving. At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence. We are seeking a dynamic **Marketing Associate - Customer Lifecycle** to spearhead our efforts in user growth, education and engagement. As part of a multinational, tech-driven organization, the candidate will have the opportunity to make a social impact by connecting users with services that support local communities, all while growing in a fast-paced, innovative environment. Think you are up for it? Apply now! ***Only shortlisted candidates will be notified.*** ### What You'll Do: 1. **Customer Lifecycle Management:** Own the full user journey from activation (onboarding → Order #1) through retention (RFM-based cohort targeting, 14-day/30-day frequency milestones, vehicle tier cross-sells) to reactivation of churned/dormant segments, while uncovering organic high-frequency use cases across 2W, S4W, and L4W fleets. 2. **CRM, Communications & App Ownership:** Independently write copy, configure layouts, and deploy behavior-triggered EDMs, push notifications, SMS flows, pop-up modals, newsfeed cards, wallet banners, and side-menu elements — plus audit and localize all app strings for zero truncation across 2-column vehicle layouts. 3. **Partnerships, Referrals & Growth Loops:** Source, negotiate, and execute end-to-end co-branded barter partnerships (e.g., internet, cleaning services for truck users) with automated post-delivery perk delivery; simultaneously manage and scale the URU (User Refer User which is our in-app referral ecosystem) while monitoring funnel performance and fraud patterns. 4. **PDS Engineering & Leakage Auditing:** Own the full Promotion/Discount/Subsidy framework: model incremental order lifts, calculate per-Taka ROI coefficients, and audit the booking funnel for structural drop-offs, coupon fraud, and low QTO vulnerabilities — deploying automated rules or targeted communication matrices to plug gaps. 5. **Data, Landing Pages & Strategic Reporting:** Run routine RFM cohort analysis on transactional and behavioral data; independently design and optimize campaign landing pages with forms, automation, and conversion tracking inside CMS; translate complex PDS performance and funnel data into executive-ready dashboards and actionable insight summaries. ### What We Seek: - A self-sufficient executor who owns problems end-to-end — writes their own copy, builds their own pages, sets up their own flows, and doesn't wait for a creative or tech team to move. - Analytically obsessed with user behavior — someone who finds patterns in cohort data before being asked and instinctively translates numbers into actionable growth decisions. - A structured, systematic thinker who designs retention loops, plugs funnel leakages, and engineers incentives with financial discipline — not gut feel. - Commercially sharp enough to walk into a partnership negotiation, close a barter deal, and ensure it converts — independently. - A strong communicator who can compress messy operational data into crisp executive narratives without losing the insight. Results-oriented mindset with a track record of meeting and exceeding targets. - Humble, honest, passionate, and proactive. ### What You’ll Need: - 2-3 years in growth, lifecycle, or CRM marketing — preferably within a consumer app, super-app, ride-hailing, logistics, or e-commerce environment. - Hands-on experience with RFM modeling, cohort analysis, and retention funnel management using transactional/behavioral data. - Working proficiency in CRM and marketing automation tools for push, SMS, and EDM flows. - CMS experience — landing page builds, automation, AI and traffic/conversion tracking. - Ability to read, query, and interpret data independently - Demonstrated experience owning PDS/incentive budgets with ROI accountability. - Comfort operating in a fast-moving environment where speed and scrappiness beat perfection.