Kerja Sepenuh Masa, Senior CRM - Retail Marketing Executive di KENS Apothecary Federal Territory - Maukerja

ABOUT KENS APOTHECARY

Kens Apothecary is Malaysia's leading destination for luxury beauty, fragrance, skincare, and wellness. With a carefully curated portfolio of globally renowned brands, we are committed to delivering exceptional customer experiences through innovation, personalization, and service excellence.

We are seeking a passionate and data-driven Senior Executive, CRM & Loyalty Marketing to lead the execution of customer relationship management initiatives that strengthen customer loyalty, increase engagement, and drive long-term customer value.

This role is ideal for someone who thrives at the intersection of customer experience, data analytics, and marketing, and is excited to take ownership of CRM programs while collaborating closely with the Retail Marketing Manager and cross-functional teams.

THE ROLE

As the Senior Executive, CRM & Loyalty Marketing, you will be responsible for driving customer acquisition, engagement, retention, and loyalty initiatives across Kens Apothecary's retail ecosystem.

You will take ownership of CRM campaigns, customer segmentation, loyalty programs, customer lifecycle journeys, and customer engagement activities while leveraging customer insights to create meaningful and personalized experiences. You will also work closely with retail, merchandising, e-commerce, and brand partners to ensure CRM strategies support overall business objectives.

KEY RESPONSIBILITIES

CRM & Loyalty Management

• Lead the execution and optimization of Kens Apothecary's loyalty program to drive membership growth, engagement, retention, and customer lifetime value.
• Develop and execute CRM campaigns across customer acquisition, retention, reactivation, and upgrade journeys.
• Plan and implement personalized customer engagement initiatives based on customer behavior, purchasing patterns, and preferences.
• Manage customer lifecycle communications across multiple touchpoints, including email, SMS, WhatsApp, direct outreach, and in-store activations.
• Execute VIP engagement programs, loyalty rewards initiatives, customer appreciation activities, and exclusive member experiences.
• Work closely with store teams to drive clienteling and customer relationship-building initiatives.

Customer Data & Analytics

• Manage and maintain the customer database, ensuring data accuracy, completeness, and segmentation integrity.
• Analyze customer behavior, purchase trends, and campaign performance to generate actionable business insights.
• Develop customer segments and targeted audiences to improve campaign effectiveness and personalization.
• Monitor and report CRM KPIs, including - loyalty member acquisition and retention / repeat purchase rate / customer engagement metrics / campaign conversion rates / customer lifetime value (CLV) / reactivation performance
• Prepare post-campaign analysis and recommend improvements to optimize future performance.

Customer Engagement & Events

• Lead the planning and execution of customer-focused events, workshops, launches, and loyalty activations across Kens Apothecary stores.
• Utilize CRM insights and customer segmentation to develop relevant and impactful customer experiences.
• Collaborate with brand partners to create engaging customer programs that strengthen loyalty and drive sales.
• Ensure all customer-facing initiatives deliver a consistent and elevated brand experience.

Retail Marketing Support

• Support the execution of integrated retail marketing campaigns, promotional activities, seasonal launches, and partnership initiatives.
• Collaborate with internal teams including Retail Operations, Merchandising, E-Commerce, and Brand Management to ensure seamless campaign execution.
• Assist in the development of marketing materials, customer communication plans, and campaign calendars.
• Monitor campaign performance and provide recommendations to maximize ROI.

Stakeholder Management & Collaboration

• Work closely with internal stakeholders and external partners to ensure successful implementation of CRM initiatives.
• Build strong working relationships with retail teams, brands, agencies, and business partners.
• Stay updated on CRM trends, customer engagement strategies, loyalty innovations, and retail best practices.

REQUIREMENT

Qualifications

• Bachelor's Degree in Marketing, Business Administration, Communications, Data Analytics, or a related field.
• Minimum 2–3 years of experience in CRM, loyalty marketing, customer engagement, retail marketing, or related roles.
• Experience within beauty, luxury retail, lifestyle, fashion, FMCG, or premium consumer brands is highly advantageous.

Skills & Experience

• Strong understanding of CRM principles, customer lifecycle management, and loyalty marketing.
• Experience managing CRM campaigns and customer engagement initiatives.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
• Experience with customer segmentation, personalization, and campaign performance analysis.
• Familiarity with CRM platforms, customer databases, and marketing automation tools.
• Understanding of digital marketing channels, including email marketing, social media, and customer communications.
• Excellent project management and organizational skills.
• Strong communication and stakeholder management capabilities.
• Proactive, resourceful, and comfortable working in a fast-paced retail environment.

What Will Make You Successful

• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Strong ownership mentality and ability to manage projects independently.
• Commercial awareness and understanding of how CRM contributes to business growth.
• Curiosity and enthusiasm for leveraging customer data to drive smarter marketing decisions.
• Ability to balance strategic thinking with hands-on execution.