We are hiring a CRM & Digital Marketing Manager to drive customer engagement, loyalty, and online sales.
The role covers CRM strategy, multi-channel campaigns, app engagement, and management of e-commerce platforms (Shopee, Lazada, TikTok Shop, GrabMart, Foodpanda).
You will also oversee customer experience, reporting, and team development to deliver business growth and service excellence.
Key Responsibilities
CRM Strategy & Lifecycle Management
- Develop and execute CRM strategies to boost app downloads and customer lifetime value.
- Create segmented customer journeys (onboarding, upsell, retention, win-back).
- Manage campaigns via push notifications, SMS, email, and in-app channels.
- Monitor loyalty point usage and campaign performance.
- Collaborate with internal teams to align campaigns with business goals.
App Engagement & Platform Management
- Drive app engagement and feature promotion.
- Recommend UX/UI improvements for better customer experience.
- Manage CRM and app platform vendors and technical issue resolution.
Online Sales & Platform Management
- Oversee online sales across platforms (Shopee, Lazada, TikTok Shop, GrabMart, Foodpanda).
- Ensure smooth order processing and customer satisfaction.
- Identify and improve gaps in the online customer journey.
Customer Experience & Online Orders
- Handle customer inquiries and complaints across all channels.
- Develop SOPs for consistent service standards.
- Resolve issues related to online orders, refunds, and deliveries.
Digital Marketing Integration (Support Role)
- Support digital campaigns aligned with CRM and app goals.
- Ensure accurate campaign attribution and performance tracking.
Reporting & Analysis
- Produce regular reports on customer service and platform performance.
- Analyze data to identify trends and recommend improvements.
- Track SLA compliance and customer satisfaction KPIs.
Training & Team Development
- Train and coach customer service teams.
- Conduct performance evaluations and support continuous improvement.
Key Requirements
- Bachelor’s degree in Business, Communications, Marketing, or related field.
- 4–6 years of experience in CRM, loyalty marketing, or app engagement (preferably in retail/QSR).
- Proficiency in CRM platforms, mobile marketing, data segmentation, and analytics.
- Strong analytical and project management skills.
- Excellent communication and stakeholder management abilities.
- Fluency in English and Bahasa Malaysia.
- This opportunity is available to individuals authorized to work in Malaysia.
Job Type: Full-time
Pay: RM120,000.00 - RM144,000.00 per year
Application Question(s):
- Do you have at least 4 years of experience in CRM, loyalty marketing, or app engagement?
- Have you directly managed CRM campaigns using platforms such as push notifications, SMS, email, or in-app messaging?
- Have you used customer data segmentation to personalize marketing campaigns?
Work Location: In person