Job Description

At El Nahl Honey, our customers are at the heart of everything we do. The Customer Relations Executive plays a key role in building trust, strengthening loyalty, and ensuring every customer feels valued, supported, and delighted.

You'll manage customer interactions across multiple touchpoints -- from online inquiries to retail experiences -- while nurturing long-term relationships that turn first-time buyers into lifelong brand advocates.

This role suits someone who thrives in a growth environment, enjoys connecting with people, and is passionate about delivering exceptional service that reflects our brand's authenticity and care.

Key Responsibilities

1. Customer Experience & Retention

Manage and respond to customer enquiries through online (email, chat, social media) and offline (events, retail) channels promptly and professionally.
Ensure a seamless, positive customer journey at every touchpoint -- pre-purchase, post-purchase, and loyalty interactions.
Implement customer happiness initiatives inspired by Zappos' values -- empathy, authenticity, and wow service.
Track, analyse, and improve NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and Google Reviews monthly.
2. Loyalty Program & Engagement

Manage and continuously improve the El Nahl Honey Loyalty Program to drive customer retention and repeat purchases.
Segment customer database and tailor engagement campaigns based on purchase frequency, preferences, and behaviour.
Collaborate with marketing to create reward campaigns, referral programs, and customer appreciation initiatives.
Celebrate customer milestones -- anniversaries, birthdays, or spending tiers -- through personalised experiences.
3. Customer Journey & Database Management

Map and optimise customer journey touchpoints across online platforms, retail booths, and vending machines.
Maintain and update customer database to ensure accuracy and actionable insights.
Provide data-driven insights on customer behaviour, retention rate, and churn analysis to management.
4. Sales Orientation & Growth

Identify upselling and cross-selling opportunities during interactions to boost sales while maintaining customer trust.
Collaborate with sales and marketing teams to convert leads from campaigns or events into paying customers.
Contribute to monthly revenue goals through customer engagement strategies and retention initiatives.

Requirements

Diploma or Degree in Marketing, Business, or related field.
Minimum 2 years' experience in customer relations, loyalty program management, or CRM(preferably in FMCG, wellness, or lifestyle brands).
Strong understanding of customer journey mapping and customer touchpoint management.
Excellent communication and interpersonal skills -- both written and verbal.
Tech-savvy with knowledge of Shopify, Klaviyo, Google Sheets, and CRM platforms.
Empathetic, patient, detail-oriented, and sales-driven mindset.

Core Values & Culture Fit

Customer Focused: Obsessed with exceeding customer expectations at every stage.

Accountability: Owns every interaction and follows through with solutions, not excuses.

Continuous Learning: Constantly improves customer engagement methods and retention strategies.

Celebrate Wins: Recognises customer happiness stories and team achievements.

Strong Leadership: Leads with empathy, inspires trust, and upholds the company's mission of Better Wellness, Healthier Living.

Job Type: Contract
Contract length: 6 months

Pay: From RM2,600.00 per month

Benefits:

Free parking Meal provided Opportunities for promotion Professional development
Application Question(s):

When is your availability if accepted for work?
Education:

Bachelor's (Preferred)
Experience:

Customer support: 3 years (Preferred)
Work Location: In person