Client Relationship Management

UpGrowth HR Sdn. Bhd.; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

UpGrowth HR Sdn. Bhd. seeks a CRM Manager to optimize the CRM platform, design tracking structures, and ensure data accuracy across campaigns. You will lead training, onboarding, and collaboration with sales and marketing to improve lead management and customer outreach.

The role emphasizes proactive problem-solving, strong analytics, and cross-team coordination to align CRM processes with company goals.

Qualifications

• Proven experience in CRM management.
• Strong understanding of data tracking methodologies and analytics.
• Excellent ability to train, coach, and support users across teams.
• Analytical thinker with attention to detail and proactive problem-solving.
• Demonstrated strength in cross-team collaboration and communication.

Responsibilities

• Configure, maintain, and optimize the CRM platform to align with evolving business requirements.
• Design and implement campaign tracking structures, including event setup, tagging, and data schema.
• Conduct QA/QC on CRM implementations to ensure data accuracy and system reliability.
• Deploy and manage tracking codes, analytics integrations, and third-party tools as needed.
• Analyze CRM campaign performance, generate reports, and provide actionable insights to improve targeting and engagement.
• Lead training sessions and provide ongoing coaching to internal teams on CRM functionalities and best practices.
• Manage onboarding for new users and document CRM workflows and guidelines.
• Support sales and marketing in lead management, pipeline tracking, and customer outreach.
• Monitor CRM usage and performance metrics, identify gaps, and suggest improvements.
• Develop and update CRM user manuals, FAQs, and training materials.
• Collaborate with stakeholders to ensure CRM processes align with company goals and customer needs.

Skills

CRM management

Data tracking methodologies

Analytics tools

Campaign setup

Training & coaching

Cross-functional collaboration

Problem solving

Job description

JOB RESPONSIBILITIES:

Technical Scope (CRM Tech)

• Configure, maintain, and optimize the CRM platform to align with evolving business requirements.
• Design and implement campaign tracking structures, including event setup, tagging, and data schema.
• Conduct rigorous quality assurance (QA) and quality control (QC) on CRM implementations to ensure data accuracy and system reliability.
• Deploy and manage tracking codes, analytics integrations, and third-party tools as needed.
• Analyze CRM campaign performance, generate reports, and offer actionable insights to improve targeting and engagement.

Operational Scope (CRM Ops)

• Lead training sessions and provide ongoing coaching to internal teams on CRM functionalities and best practices.
• Manage onboarding processes for new users and document all CRM-related workflows and guidelines.
• Support sales and marketing teams in leveraging CRM for lead management, pipeline tracking, and customer outreach.
• Monitor CRM usage and performance metrics, identifying gaps and recommending improvements.
• Develop, maintain, and update CRM user manuals, FAQs, and training materials.
• Collaborate with cross-functional stakeholders to ensure CRM processes are aligned with company goals and customer needs.

JOB REQUIREMENTS:

• Proven experience in CRM management.
• Strong understanding of data tracking methodologies, analytics tools, and campaign setup.
• Excellent ability to train, coach, and support users across different teams and levels.
• Analytical thinker with a keen eye for detail and a proactive approach to problem-solving.
• Demonstrated strength in cross-team collaboration, communication, and project coordination.