Full Time CRM platform Jobs, in Go Holiday 360 SDN BHD WP Kuala Lumpur - Maukerja

CRM Platform Specialist – Travel Agency

We are looking for a CRM Platform Specialist to manage, optimize, and improve our Customer Relationship Management (CRM) platform for a growing travel agency. The role will focus on managing customer data, improving sales and customer service processes, automating communications, and supporting the travel sales team with actionable customer insights.

• Manage and maintain the CRM platform, including customer profiles, leads, bookings, inquiries, and travel history.

• Configure CRM workflows, pipelines, automation, notifications, and customer journeys.

• Manage leads from multiple channels, including website inquiries, social media, WhatsApp, email, phone calls, and travel campaigns.

• Develop customer segmentation based on travel preferences, destinations, spending patterns, booking history, and customer behavior.

• Create automated follow-ups for quotations, bookings, payments, travel reminders, and post-trip communications.

• Integrate the CRM with booking systems, websites, email marketing platforms, WhatsApp, payment systems, and other travel technology platforms.

• Monitor CRM data quality and ensure customer information is accurate, complete, and up to date.

• Generate reports and dashboards covering leads, conversion rates, sales performance, customer retention, repeat bookings, and campaign performance.

• Support the sales and customer service teams by improving CRM processes and providing training where required.

• Identify opportunities to improve customer experience and increase repeat bookings and referrals.

• Troubleshoot CRM issues and coordinate with CRM vendors or technical teams when necessary.

• Ensure customer data is handled securely and in compliance with applicable data-protection requirements.

• Lead and enquiry management

• Customer database and profiles

• Sales pipeline management

• Travel quotation management

• Booking and payment tracking

• Customer communication history

• Automated email/WhatsApp follow-ups

• Customer segmentation

• Marketing campaigns

• Loyalty and repeat-customer management

• Sales and management dashboards

• Task and follow-up reminders

• Integration with booking and travel platforms

• Diploma or Bachelor's degree in IT, Business, Marketing, Travel & Tourism, or a related field.

• 2–5 years of experience working with CRM platforms, preferably in travel, tourism, hospitality, or a service-based business.

• Experience with CRM configuration, workflow automation, reporting, and data management.

• Understanding of sales and customer-service processes.

• Strong analytical and problem-solving skills.

• Good communication and interpersonal skills.

• Ability to work with sales, marketing, customer service, and technical teams.

• Experience with CRM platforms such as Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics, or similar systems is an advantage.

• Knowledge of travel agency operations, GDS, booking systems, or travel technology is an advantage.

• Lead-to-booking conversion rate

• Response and follow-up time

• Number of qualified leads

• Repeat booking rate

• Customer retention rate

• CRM data accuracy

• Sales pipeline value

• CRM adoption by staff

• Customer satisfaction

• Revenue generated through CRM campaigns

The main objective of this role is to use the CRM platform to centralize customer information, automate sales and customer-service processes, improve follow-ups, and increase bookings and customer loyalty.

If you're actually looking for a job description for a CRM software developer who will build the CRM platform specifically for a travel agency, I can also create that version with modules, technical skills, responsibilities, and required APIs/integrations.