Assistant Manager, Digital Operations

Manager, CRM & Digital Operations

This role is responsible for advancing Malaysia Airlines digital growth agenda by managing and optimizing day-to-day operations across web and mobile platforms to ensure seamless customer experience, operational stability, and strong revenue performance. This position drives commercial success by coordinating cross-functional initiatives, implementing personalization strategies, executing high-impact campaigns, and overseeing mobile spaneting operations. By balancing technical stability with a focus on digital customer experience, this position plays a critical role in enhancing the airline’s digital presence and delivering consistent, high-performing outcomes across all global digital channels.

Digital Operations Management

• Oversee day-to-day digital operations for website and mobile app platforms to ensure smooth execution, platform stability, and optimal customer experience.
• Coordinate digital releases, enhancements, issue resolution, and operational support activities across platforms.
• Coordinate with relevant stakeholders to ensure smooth execution of mobile engagement initiatives and app promotional activities.
• Monitor operational performance and identify opportunities for process improvements and workflow optimization.

Personalization and Revenue Optimization

• Support the ideation, implementation, and execution of personalization and optimization initiatives using platforms such as Adobe Target or equivalent tools.
• Collaborate with business, analytics, and spaneting teams to identify opportunities to improve customer engagement, conversion, and revenue performance.
• Track and support initiatives tied to digital commercial KPIs and revenue growth objectives.

Campaign and Content Operations

• Support the operational execution of digital campaigns, promotional activities, landing pages, and content updates across digital platforms.
• Ensure quality assurance, accuracy, and timely deployment of digital assets and campaigns.
• Coordinate with stakeholders to support campaign readiness and operational alignment.

• Bachelor of Marketing, Business Administration, Information Technology, Digital Media, Communications etc. with 4-6 years’ experience.
• At least 4-6 years of working experience in Digital Marketing or a relevant field

• Excellent understanding of digital spaneting concepts and best practices.
• Basic understanding of front-end web technologies such as HTML, CSS, and JavaScript is an advantage.
• A background in web development or technical implementation will be an added advantage.
• Prior experience utilizing CMS tools (e.g., Adobe Experience Manager) and personalization platforms (e.g., Adobe Target) is an added advantage.

• Analytical and data-driven mindset with strong attention to detail.
• Strong sense of ownership and accountability.
• Effective communicator—able to present performance insights clearly to stakeholders of varying technical levels.
• Proactive and adaptable in a fast-paced, high-stakes environment.
• Knowledge of digital attribution and A/B testing principles.
• Proficiency in Excel and Adobe Analytics for performance tracking and reporting.