Kerja Sepenuh Masa, Customer Relationship Management Manager di Bell Ward Malaysia Selangor - Maukerja

Our client in the Consumer industry is looking for an experienced CRM Manager to lead the development of a customer-centric ecosystem across mobile app and digital platforms!

Key responsibilities:

• Drive CRM strategy and lifecycle management to grow company's app downloads, active users, customer engagement and lifetime value through targeted onboarding, upsell, retention and win-back journeys.
• Plan and execute multi-channel CRM campaigns across push notifications, SMS, email and in-app, leveraging customer segmentation, loyalty programmes and marketing automation to maximise campaign effectiveness.
• Lead app engagement and platform initiatives, identifying opportunities to improve UX/UI, customer journeys, app stickiness, feature adoption and conversion.
• Manage customer experience and service operations, overseeing enquiries, complaints, feedback, refunds and delivery issues while ensuring consistent service standards and SLA compliance.
• Partner cross-functionally with Brand, Merchandising, Operations, Digital, IT and external vendors to deliver integrated CRM, app and digital initiatives aligned with business objectives.
• Drive data-led performance management, analysing customer behaviour, complaints, satisfaction, platform performance and campaign results to identify trends, root causes and improvement opportunities.
• Lead and develop the customer service team through training, coaching and performance management, while driving continuous improvements in processes, SOPs, tools and service quality.

Requirements:

• 8+ years’ experience in CRM, loyalty, customer lifecycle, digital marketing or e-commerce, preferably within Retail, FMCG or consumer businesses.
• Strong track record in CRM strategy, customer segmentation, lifecycle campaigns, loyalty programmes and app engagement, with hands-on experience using CRM/marketing automation platforms.
• Strong data analytics, stakeholder and team management skills, with the ability to drive customer engagement, retention and commercial performance across digital and e-commerce channels.

For more information or confidential consultation, please do not hesitate to send in your application or drop an e-mail to *************

We thank you for applying with us in advance but ONLY shortlisted candidates will be notified.

Company Registration No. : 1080098-P (JTK License No : JTKSM 427)