Kerja Sepenuh Masa, Manager – Customer Relation Management - Loyalty di Emart24 Malaysia Selangor - Maukerja

As emart24’s CRM & Loyalty Manager, you will lead the organization in enhancing a 

data driven customer ecosystem through our mobile app and digital platforms. Your 

role will focus on growing loyalty, increasing app engagement, and ensuring a seamless 

customer experience across online and in-store journeys. You’ll bring together tech, 

data, and customer care to create personalized, high-impact campaigns and improve 

retention.

Responsibilities:

CRM Strategy & Lifecycle Management

• Develop and execute end-to-end CRM strategies to drive emart24 app downloads, active users, and customer lifetime value.
• Build segmented customer journeys including onboarding, upsell, retention, and win-back flows.
• Design and deploy campaigns across push notifications, SMS, email, and in-app, using CRM tools and marketing automation platforms.
• Monitor and optimize loyalty point utilization and campaign effectiveness within allocated budgets.
• Partner with Brand, Merchandising, Operations, and Digital teams to ensure campaign relevance and alignment with business goals.

App Engagement & Platform Management

• Lead emart24 app engagement initiatives, including campaign planning, usage growth, and feature promotion.
• Identify and propose UX/UI enhancements that improve customer flow, app stickiness, and conversion rates.
• Manage CRM and app platform vendors, including day-to-day support, upgrades, renewals, and troubleshooting coordination with IT.
• Own the app issue resolution process, escalating technical bugs and ensuring resolution timelines are met.

Online Sales & Platform Management

• Oversee and coordinate online sales operations across all major platforms, including but not limited to Shopee, Lazada, TikTok Shop, GrabMart and Foodpanda.
• Monitor order fulfilment, cancellation rates, and customer ratings across platforms to ensure optimal customer satisfaction and platform compliance.
• Work closely with stakeholders to ensure smooth order processing and timely deliveries.
• Identify areas for improvement in the online customer journey and propose solutions to enhance the overall experience

Customer Experience & Online Orders

• Lead, respond and track customer inquiries, complaints, and feedback across all channels (phone, email, live chat, social media, etc.)
• Develop and enforce customer service SOPs to ensure consistent and professional service standards.
• Monitor and resolve service issues related to online orders, refunds, and delivery experiences.
• Identify gaps and bottlenecks in the customer journey and propose fixes to improve satisfaction and loyalty.

Digital Marketing Integration (Support Role)

• Collaborate on digital campaigns that support CRM and app objectives (e.g. performance marketing, remarketing, loyalty reactivation).
• Ensure correct attribution and measurement of campaign impact across digital and CRM channels.

Reporting & Analysis

• Generate weekly and monthly reports on customer complaints, satisfaction levels, resolution times, and platform performance.
• Use data to identify trends, recurring issues, and root causes, and recommend preventive action.
• Track and report SLA compliance rates and customer satisfaction KPIs.

Training & Team Development 

• Train and coach the customer service team on best practices, new tools, and product knowledge.
• Conduct regular performance evaluations and provide feedback and guidance for continuous improvement

Qualifications

• Bachelor's Degree with specialization in Marketing, CRM, Digital Marketing, E-commerce or Business Analytics

Skills

• Communication & Stakeholder Management
• Analytical & Problem-Solving
• Leadership & People Management
• Strategic Thinking & Business Acumen
• Customer-Centric & Commercial Mindset

Requirements

• Minimum 5 years of relevant working experience, including at least 2–3 years in a managerial or supervisory role.
• Proven experience in CRM, Loyalty Programme Management, Mobile App/Digital Platforms, E-commerce, Customer Experience, Campaign Management, and Data Analysis & Reporting.
• Experience in the Retail, Convenience Store, or F&B industry is highly preferred.