CRM Executive

Cortina Watch Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Medical claims

Group H&S insurance

PA insurance

Job summary

Cortina Watch Sdn Bhd seeks a result-driven CRM Executive to own customer lifecycle programs and loyalty initiatives across its retail ecosystem.

You will manage CRM campaigns, customer segmentation, and engagement activities to deliver personalized experiences. The role emphasizes data-driven decision making and cross‑functional collaboration to enhance loyalty and lifetime value.

Qualifications

• Minimum 3 years of proven experience in CRM strategy and operations.
• Strong analytical skills and ability to translate data into actionable insights.
• Excellent presentation and communication skills; customer-oriented.
• Detail-focused with proactive approach.

Responsibilities

• Own and drive Cortina Watch's loyalty program to grow membership, engagement and CLV.
• Lead CRM campaigns across acquisition, retention and reactivation; map complete customer journeys.
• Manage lifecycle communications via email, SMS, WhatsApp, in-store activations.
• Run VIP engagement programs and exclusive member experiences.
• Maintain and segment customer databases ensuring accuracy and completeness.
• Analyze customer behavior and campaign performance to generate actionable insights.
• Define customer segments and targeted audiences to improve personalization.
• Monitor CRM KPIs including retention, repeat purchases, and reactivation metrics.
• Plan and execute customer-focused events and loyalty activations across boutiques.
• Collaborate with sales, operations, and vendors to ensure a seamless customer journey.

Skills

CRM strategy

Campaign management

Data analytics

Customer segmentation

Stakeholder collaboration

Tools

CRM software

Job description

You will be responsible for driving customer acquisition, engagement, retention, and loyalty initiatives across Cortina Watch's retail ecosystem. You will take ownership of CRM campaigns, customer segmentation, loyalty programs, customer lifecycle journeys, and customer engagement activities while leveraging customer insights to create meaningful and personalized experiences.

Key responsibilities

Drive the execution and optimization of Cortina Watch's loyalty program to drive membership growth, engagement, retention, and customer lifetime value.

Develop and execute CRM campaigns across customer acquisition, retention, reactivation, and comprehensive customer journey maps to enhance overall experience.

Manage customer lifecycle communications across multiple touchpoints, including email, SMS, WhatsApp, direct outreach, and in-store activations.

Execute VIP engagement programs, loyalty rewards initiatives, customer appreciation activities, and exclusive member experiences.

Manage and maintain the customer database, ensuring data accuracy, completeness, and segmentation integrity.

Analyze customer behavior, purchase trends, and campaign performance to generate actionable business insights.

Develop customer segments and targeted audiences to improve campaign effectiveness and personalization.

Monitor and report CRM KPIs, including loyalty member acquisition and retention, repeat purchase rate, customer engagement metrics, campaign conversion rates, customer lifetime value (CLV), and reactivation performance.

Lead the planning and execution of customer-focused events, giftings, workshops, launches, and loyalty activations across Cortina Watch boutiques.

Collaborate with different departments, including sales, operation, and vendors to ensure a seamless customer experience.

About you

Minimum 3 years of proven experience and understanding of CRM strategy and operations.

Good analytical skills.

Good presentation and strong communication and interpersonal skills.

Customer-oriented behavior.

Detail-focus and proactive approach.

Cortina Watch is one of the leading names in luxury horology, representing the world's most prestigious watch maisons across the Asia Pacific. Founded in 1972, the company has evolved from a family-run boutique into a cornerstone of luxury retail. Today, Cortina Watch operates a sophisticated network of approximately 40 boutiques across Singapore, Malaysia, Thailand, Taiwan, Australia, Macau, and Hong Kong.

Cortina Watch is one of the leading names in luxury horology, representing the world's most prestigious watch maisons across the Asia Pacific. Founded in 1972, the company has evolved from a family-run boutique into a cornerstone of luxury retail. Today, Cortina Watch operates a sophisticated network of approximately 40 boutiques across Singapore, Malaysia, Thailand, Taiwan, Australia, Macau, and Hong Kong.

Perks and benefits Medical claims, Group H&S and PA insurance, marria

What can I earn as a Customer Relationship Management Executive