As the CRM Executive, you will be instrumental in developing, executing, and optimizing our customer relationship management strategies to drive customer lifetime value, engagement, and retention. You will specialise in personalizing customer journeys through sophisticated email marketing, automated chat systems, and seamless booking experiences, ensuring all initiatives are data-driven and align with business growth objectives.
Key Responsibilities:
- Develop and execute CRM strategies to boost customer loyalty, drive repeat purchases, and increase customer lifetime value (CLTV).
- Map and optimize end-to-end customer journeys across online and offline channels, identifying key touchpoints for personalized engagement.
- Design and deploy high-performing email campaigns including drip sequences, newsletters, promotions, and re-engagement flows.
- Segment audiences using purchase behavior, demographics, and engagement data for targeted messaging.
- Conduct A/B testing on subject lines, content, CTAs, and send times to improve open and conversion rates.
- Monitor key email metrics (deliverability, open rate, CTR, conversions) and adjusted strategy to enhance performance.
- Collaborate with vendors to implement and optimize chatbot flows for lead capture, FAQs, and customer support.
- Integrate chatbots with CRM and email systems for automation, lead qualification, and seamless service handoffs.
- Manage and optimize critical integrations across Email Marketing, CRM, and Appointment systems.
- Streamline booking and reminder communications to reduce no-shows and improve customer experience.
- Lead continuous UI/UX improvements for both online booking platforms and internal frontline systems.
Requirements:
- At least 3–5 years of experience in CRM, email marketing, or growth marketing roles preferably in retail industry.
- Bachelor's degree in Marketing, Business, Communications or related field.
- Familiar with CRM platforms, email automation tools, chatbot platforms and CRM integrations .
- Experience in A/B testing, audience segmentation, and campaign analytics.
- Independent, resourceful, highly motivated and results oriented.
- Dynamic team player with good interpersonal skills.
- Good communication skills and fluent in spoken and written English.
- Able to manage multiple projects in a fast-paced environment.
We are looking for a detail-oriented and creative "CRM & Loyalty Executive" to plan, execute, and analyze end-to-end customer lifecycle campaigns. You will play a key role in enhancing the digital customer journey, managing loyalty initiatives, and leveraging data to personalize experiences across web, app, and retail environments.
Key Responsibilities:
- Plan, test, and execute “digital customer journey strategies” to boost engagement and conversion.
- Utilize “customer data platforms (CDP)” to unify profiles and create targeted campaigns.
- Develop “retargeting and remarketing strategies” to re-engage drop-off and inactive users.
- Execute and support “1-to-1 marketing automation” campaigns.
- Manage and optimize the “loyalty and rewards program” from onboarding to retention.
- Prepare post-mortem analysis reports with learnings and future improvement strategies.
- Participate in CRM projects — including ideation, business discussions, UAT (User Acceptance Testing), and implementation.
- Maintain detailed “go-to-market (GTM)” documentation for campaigns.
- Track and report on loyalty performance and campaign effectiveness.
Requirements:
- At least 3–5 years of experience in CRM, email marketing, or growth marketing roles.
- Bachelor's degree in Marketing, Business, Communications or related field.
- Proficient in CRM platforms and email automation tools.
- Experience in A/B testing, audience segmentation, and campaign analytics.
- Familiar with chatbot platforms and CRM integrations.
- Highly analytical and data-driven.
- Strong communication skills.
- Able to manage multiple projects in a fast-paced environment.
Job Type: Full-time
Pay: RM4,000.00 - RM6,000.00 per month
Benefits:
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Work Location: In person