CRM & Marketing Executive

TANG XIAO MAN HOLDINGS SDN BHD; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Job summary

TANG XIAO MAN HOLDINGS SDN BHD is seeking a CRM & E-commerce Executive in Malaysia to own website operations, CRM and the membership program. You will drive customer segmentation, engagement and targeted campaigns across the brand’s online channels, including social media and the official site.

In this role, you will work with Marketing, TikTok E-commerce and Retail teams to optimise conversions, retain customers and grow the membership base in a fast-paced fashion jewellery environment.

Qualifications

• At least 1 year of experience in CRM, customer relationship management, membership operations, or e-commerce operations.
• Experience in brand website / e-commerce website operations with understanding of backend functions.
• Product listing and SKU management are not required, but ability to manage daily website operations and campaigns.
• Familiar with customer engagement channels such as WhatsApp Business, Instagram and Telegram.
• Fluency in English; Mandarin or Bahasa Malaysia is a plus.

Responsibilities

• Oversee day-to-day e-commerce website operations to ensure smooth user experience and promotional content updates.
• Manage membership CRM, build segments, and drive registration and engagement campaigns.
• Collaborate with TikTok E-commerce, Retail and Pop-up teams to convert followers into registered members.
• Plan and execute targeted retention campaigns to improve repeat purchases and customer lifetime value.
• Develop content and campaigns around local occasions and festivals, and analyse results to optimise performance.
• Monitor CRM/e-commerce metrics and prepare regular performance reports.
• Coordinate with Marketing, Customer Service, and Sales to ensure consistent online/offline campaigns.

Skills

CRM

Customer segmentation

Data analysis

Campaign management

Communication

Tools

Excel

Google Sheets

Job description

We are a fashion jewellery and accessories brand focused on the Southeast Asian market. In Malaysia, we have established a multi-channel sales presence across TikTok E-commerce, our official brand website, physical retail stores and pop-up stores.

As our online business and membership base continue to grow, we are strengthening our focus on website operations, CRM, membership management and customer retention.

We are looking for a CRM & E-commerce Executive to take ownership of customer operations and website operations in the Malaysia market. The role will focus on membership marketing, customer segmentation, user engagement and targeted campaigns to improve customer activity, repeat purchases and overall e-commerce performance.

Job Location

Salary will be commensurate with experience and capabilities.

Key Responsibilities

1. E-commerce Website Operations

Manage the day-to-day operations and maintenance of the brand's official website to ensure smooth operation and a good user experience.

Update website content including homepage banners, promotional campaigns, landing pages and marketing materials.

Plan and execute website promotions, membership campaigns and seasonal marketing campaigns.

Monitor key website performance indicators such as sales revenue, traffic, conversion rate and average order value.

Analyse website and customer behaviour data and continuously optimise e-commerce strategies to improve sales performance.

Work closely with the Marketing, Customer Service, TikTok and Retail teams to ensure consistency across online and offline campaigns.

Note: This role focuses on website operations and does not require daily product listing, SKU creation or product data entry.

2. CRM & Membership Operations

Manage and develop the membership and CRM user base in the Malaysia market.

Engage with customers through channels such as WhatsApp, Instagram and Telegram.

Build and maintain customer databases and segment customers based on purchase value, purchase frequency, activity level and other relevant behaviours.

Develop membership benefits such as exclusive promotions, loyalty points, birthday rewards, new product previews and other member privileges.

Drive membership registration, customer engagement and overall member activity.

3. Customer Acquisition & User Conversion

Work closely with TikTok E-commerce, retail stores and pop-up store teams to convert customers and followers into registered members.

Develop initiatives such as vouchers, membership benefits, welcome rewards and loyalty points to encourage customers to register and join the brand's membership programme.

Optimise the customer journey from TikTok, physical stores and social media platforms to the official website and membership system.

Continuously grow the brand's membership database and actionable customer base.

4. Customer Retention & Repurchase

Develop targeted repurchase campaigns based on customers' purchase history and behaviour.

Create different CRM strategies for new customers, active customers, high-value customers and dormant customers.

Use WhatsApp, social media and membership campaigns to promote new products, promotions and customer reactivation campaigns.

Improve customer repeat purchase rate, average order value and long-term customer value.

Continuously test and optimise different promotional offers, content and marketing approaches.

5. Content & Campaign Operations

Develop membership and customer content based on jewellery products and Malaysian consumer behaviour.

Plan marketing campaigns around key local occasions and festivals such as Chinese New Year, Hari Raya and Christmas.

Plan and execute new product launches, member-exclusive campaigns, limited-time promotions and existing-customer campaigns.

Analyse campaign results and conduct post-campaign reviews to continuously improve performance.

6. Data Analysis & Performance Review

Monitor key CRM and e-commerce metrics, including customer growth, membership registrations, repeat purchase rate, conversion rate and sales revenue.

Analyse purchasing behaviour and campaign performance across different customer segments.

Prepare regular CRM and e-commerce performance reports.

Identify opportunities and problems through data analysis and propose actionable improvements.

7. Cross-functional Collaboration

Work closely with the TikTok E-commerce, Marketing, Customer Service, Retail and Pop-up Store teams.

Develop appropriate customer strategies based on the characteristics and behaviour of users from different sales channels.

Collect customer feedback and insights and work with relevant teams to improve products and customer experience.

Requirements

At least 1 year of experience in CRM, customer relationship management, membership operations, user operations or e-commerce operations.

Experience in brand website / e-commerce website operations with a good understanding of website backend functions and e-commerce operations.

Product listing and SKU management are not required, but candidates should be able to independently manage daily website operations and campaign settings.

Familiar with customer engagement and communication channels such as WhatsApp Business, Instagram and Telegram.

Good understanding of customer acquisition, retention, conversion and repurchase strategies.

Experience in CRM, membership programmes, customer segmentation or customer lifecycle management will be an advantage.

Able to independently plan and execute promotional, membership and customer retention campaigns.

Basic data analysis skills with good knowledge of Excel / Google Sheets.

Fluent in English, with the ability to communicate with customers and create content in English.

Ability to communicate in Mandarin or Bahasa Malaysia will be an advantage.

Experience in jewellery, fashion, beauty, retail or e-commerce industries will be an advantage.

Strong execution, communication, analytical and customer-oriented skills.

Able to work in a fast-paced and growing e-commerce and retail environment.

Salary & Benefits

Performance bonus and performance-based incentives

Employee discounts on jewellery products

Regular team activities

Professional training and career development opportunities

Young, open and dynamic working environment

Office located in a prime area of Kuala Lumpur

Who We Are Looking For

We are not looking for someone whose role is simply to reply to customer messages.

We are looking for someone who can genuinely manage customers, operate our website, develop our membership programme and drive repeat purchases.

If you understand Malaysian consumers, have a strong customer-centric mindset, and know how to use CRM, campaigns, membership programmes and data analysis to improve customer retention and repurchase, while being able to independently manage day-to-day brand website operations, we would love to hear from you.