CRM Manager

SmartConsulting.net; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading consulting firm in Kuala Lumpur seeks an experienced CRM Manager to spearhead customer retention strategies and enhance long-term customer value. You will oversee personalized communication campaigns, leverage AI for customer behavior analysis, and improve team performance. Candidates should have at least two years of managerial experience in CRM or related fields and be fluent in English, Mandarin, and Malay. The role offers opportunities to influence revenue growth and scalability across teams.

Benefits

Opportunities for scaling CRM playbooks

Direct visibility to leadership through performance results

Qualifications

• At least 2 years of managerial experience in CRM or related fields.
• Strong analytical skills for retention and lifecycle behaviour.
• Customer-focused, results-driven, and adaptable.

Responsibilities

• Build strong customer relationships through personalised communication.
• Leverage AI tools to analyse customer behaviour.
• Train and develop the CRM team for improved performance.

Skills

Managerial experience

Fluent in English

Fluent in Mandarin

Fluent in Malay

Analytical skills

Customer-focused

Job description

Location

Onsite, Old Klang Road, Kuala Lumpur

About the Role

We are hiring a CRM Manager to lead retention strategy and grow long-term value for high-value customers. You will lead customer retention and revenue growth through lifecycle campaigns, customer insights, and team performance. This role focuses on engagement optimisation and scaling successful CRM formulas across teams.

Job Responsibilities

• Build strong customer relationships through personalised communication and retention campaigns.
• Leverage AI tools to analyse customer behaviour and optimise CRM workflows.
• Train and develop the CRM team, improving execution quality and performance.
• Coordinate campaign delivery with Product, Tech, Design, VIP, and Marketing teams.
• Foster a knowledge-sharing culture.

What This Role Offers

• Own the customer engagement strategy with direct revenue impact.
• Freedom to test and optimise lifecycle campaigns.
• Visibility to leadership through performance results.
• Opportunity to scale successful CRM playbooks into new markets and teams.

Must Have

• At least 2 years of managerial experience in CRM, Account Management, Luxury Customer Service, or Telesales.
• Fluent in English, Mandarin, and Malay (spoken, written, and reading).
• Strong analytical skills for retention and lifecycle behaviour.
• Customer-focused, results-driven, and adaptable.
• Able to turn strategy into clear execution.

Nice to Have

• Experience scaling CRM playbooks into new teams or markets.
• Familiarity with lifecycle or retention platforms.
• Strong track record in campaign optimisation.

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info.