CRM & Loyalty Manager

EMART24 HOLDINGS SDN. BHD.; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

EMART24 HOLDINGS SDN. BHD. is seeking a CRM & Loyalty Manager to lead a data-driven customer ecosystem across our mobile app and digital platforms.

You will grow loyalty, boost app engagement, and ensure a seamless customer experience across online and in-store journeys, aligning tech, data, and customer care for personalized campaigns and improved retention. The role focuses on developing end-to-end CRM strategies, lifecycle management, and collaboration with Brand, Merchandising, Operations,

Qualifications

• Experience in developing end-to-end CRM strategies that drive app downloads and user engagement.
• Ability to design segmented onboarding, upsell, retention, and win-back flows.
• Proficiency with campaigns across push, SMS, email, and in-app channels.

Responsibilities

• Develop and execute CRM strategies to drive app downloads and customer lifetime value.
• Build segmented customer journeys including onboarding, upsell, retention, and win-back flows.
• Design and deploy campaigns across push notifications, SMS, email, and in-app channels.

Skills

CRM strategy

Lifecycle management

Campaign planning

Data-driven marketing

Stakeholder collaboration

Vendor management

App engagement

Customer service excellence

Tools

CRM tools

Marketing automation

Job description

As emart24's CRM & Loyalty Manager, you will lead the organization in enhancing a data driven customer ecosystem through our mobile app and digital platforms. Your role will focus on growing loyalty, increasing app engagement, and ensuring a seamless customer experience across online and in-store journeys. You'll bring together tech, data, and customer care to create personalized, high-impact campaigns and improve retention.

Key Responsibilities

1. CRM Strategy & Lifecycle Management

• - Develop and execute end-to-end CRM strategies to drive emart24 app downloads, active users, and customer lifetime value.
• - Build segmented customer journeys including onboarding, upsell, retention, and win back flows.
• - Design and deploy campaigns across push notifications, SMS, email, and in-app, using CRM tools and marketing automation platforms.
• - Monitor and optimise loyalty point utilisation and campaign effectiveness within allocated budgets.
• - Partner with Brand, Merchandising, Operations, and Digital teams to ensure campaign relevance and alignment with business goals.

2. App Engagement & Platform Management

• - Lead emart24 app engagement initiatives, including campaign planning, usage growth, and feature promotion.
• - Identify and propose UX/UI enhancements that improve customer flow, app stickiness, and conversion rates.
• - Manage CRM and app platform vendors, including day-to-day support, upgrades, renewals, and troubleshooting coordination with IT
• - Own the app issue resolution process, escalating technical bugs and ensuring resolution timelines are met.

3. Online Sales & Platform Management

• - Oversee and coordinate online sales operations across all major platforms, including but not limited to Shopee, Lazada, TikTok Shop, GrabMart and Foodpanda.
• - Monitor order fulfilment, cancellation rates, and customer ratings across platforms to ensure optimal customer satisfaction and platform compliance.
• - Work closely with stakeholders to ensure smooth order processing and timely deliveries.
• - Identify areas for improvement in the online customer journey and propose solutions to enhance the overall experience.

4. Customer Experience & Online Orders

• - Lead , respond and track customer inquiries, complaints, and feedback across all channels (phone, email, live chat, social media, etc.)
• - Develop and enforce customer service SOPs to ensure consistent and professional service standards.
• - Monitor and resolve service issues related to online orders, refunds, and delivery experiences.
• - Identify gaps and bottlenecks in the customer journey and propose fixes to improve satisfaction and loyalty.

5. Digital Marketing Integration (Support Role)

• - Collaborate on digital campaigns that support CRM and app objectives (e.g. performance marketing, remarketing, loyalty reactivation).
• - Ensure correct attribution and measurement of campaign impact across digital and CRM channels.

6. Reporting & Analysis

• - Generate weekly and monthly reports on customer complaints, satisfaction levels, resolution times, and platform performance.
• - Use data to identify trends, recurring issues, and root causes, and recommend preventive action.
• - Track and report SLA compliance rates and customer satisfaction KPIs.

7. Training & Team Development

• - Train and coach the customer service team on best practices, new tools, and product knowledge.
• - Conduct regular performance evaluations and provide feedback and guidance for continuous improvement.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Supermarkets, Grocery & Petrol Retailing 101-1,000 employees

Emart24 is a trendy lifestyle convenience store and the fastest-growing convenience store brand in Korea. We’re your neighbourhood meetup point and hangout spot. Close to the heart of your community. Fresh food, coffee, and snacks await – including an exciting selection of Korean fare.

Emart24 is a trendy lifestyle convenience store and the fastest-growing convenience store brand in Korea. We’re your neighbourhood meetup point and hangout spot. Close to the heart of your community. Fresh food, coffee, and snacks await – including an exciting selection of Korean fare.

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