Job Description

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