CRM Executive

MOG GROUP OF COMPANIES; Kajang Municipal Council; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Senior CRM Growth Executive to enhance customer relationship strategies for maximum engagement and retention. The role focuses on personalizing customer journeys through data-driven initiatives, ensuring seamless integration from email marketing to automated chat systems. Candidates should possess a strong analytical ability and significant experience in CRM roles.

Qualifications

• 3–5 years of experience in CRM or growth marketing.
• Proficient in CRM and email automation tools.
• Highly analytical and data-driven.

Responsibilities

• Develop CRM strategies to improve customer retention.
• Build and manage segmented email campaigns.
• Optimize chatbot flows for customer support.

Skills

Customer relationship management

Email marketing

Data analysis

Project management

Communication

Education

Bachelor's degree in Marketing, Business, Communications

Tools

CRM platforms

Email automation tools

Chatbot platforms

Job description

Job Summary:

The Senior CRM Growth Executive will be instrumental in developing, executing, and optimizing our customer relationship management strategies to drive customer lifetime value, engagement, and retention. This role 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 retention and lifetime value.
• Map and improve customer journeys across digital and offline touchpoints.
• Collaborate with branding, marketing, sales, and operations teams to align CRM with business goals.
• Build and manage segmented email campaigns (promotions, drip flows, newsletters, re-engagement).
• Conduct A/B tests and track KPIs to optimize performance.
• Personalize messaging based on customer data and behavior.
• Configure and optimize automated chatbot flows for lead capture, FAQs, and customer support.
• Ensure smooth chatbot integration with CRM and email systems.
• Booking & Scheduling Systems
• Oversee and enhance integrations between CRM, email, and booking platforms.
• Optimize appointment reminders and confirmation flows to reduce no-shows.
• Improve UX for both customers and internal teams.
• Monitor and report on CRM, email, chatbot, and booking performance.
• Provide insights to improve segmentation, automation rules, and campaign ROI.

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.