Customer Experience & CRM Manager

Ogawa; Selangor; On-site; MYR 90,000 - 150,000; Full time

Job summary

Ogawa is seeking a Customer Experience & CRM Manager to lead end-to-end customer lifecycle, from post-purchase engagement to retention and referrals. The role combines customer experience, CRM, and data lifecycle management to turn customers into a strategically managed asset and drive loyalty.

You will develop CRM strategies, segmentation, and dashboards while collaborating with Marketing, Sales, and IT to improve lifetime value and business growth.

Qualifications

• 5–8+ years in Customer Experience, CRM or related fields.
• 2–3 years of team leadership/management experience preferred.
• Proven CRM, customer database management and lifecycle program experience.

Responsibilities

• Own and improve end-to-end customer journey from purchase to post-purchase engagement.
• Monitor customer satisfaction metrics and feedback loops.
• Develop VOC reporting and drive improvements from feedback.
• Create and manage CRM strategies and customer segmentation.
• Develop a Single Customer View across touchpoints and build dashboards on behaviour.
• Lead retention initiatives including onboarding, reminders, upgrades and referrals.
• Oversee inquiries, complaints and ensure timely resolutions.
• Collaborate with Marketing, Sales, IT and Management to align customer experience.

Skills

Customer experience

CRM management

Data-driven decisions

Stakeholder management

Team leadership

Tools

CRM platforms

Data dashboards

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Customer Experience & CRM Manager will lead the end-to-end customer lifecycle, from post-purchase engagement and service experience to retention, reactivation, referrals and repeat purchases.

This role combines customer experience, CRM, customer data and lifecycle management to turn our existing customer base into a strategically managed asset, driving stronger customer loyalty, lifetime value and business growth.

Key Responsibilities

Customer Experience

Own and continuously improve the end-to-end customer journey from purchase through delivery, installation, warranty, service and post-purchase engagement.

Monitor NPS, CSAT, complaints and service satisfaction.

Develop Voice of Customer (VOC) reporting and drive improvements based on customer feedback.

Establish service recovery and escalation processes for dissatisfied or high-value customers.

CRM & Customer Data

Develop and manage CRM and customer database strategies.

Implement customer segmentation based on purchase history, customer value, product ownership, service history, engagement and satisfaction.

Improve customer data quality, profiling and tagging.

Work with IT to develop a Single Customer View across sales and service touchpoints.

Develop dashboards and reports on customer behaviour and lifecycle performance.

Customer Lifecycle & Retention

Develop targeted programmes covering onboarding, post-purchase engagement, warranty/service reminders, reactivation, VIP management, upgrades, referrals, trade-ins and repeat purchases.

Identify opportunities for cross-selling, upselling, upgrades and customer reactivation.

Partner with Marketing and Sales to convert customer insights into measurable commercial results.

Contribute to improving Customer Lifetime Value (LTV) and customer retention.

Customer Service & Complaint Management

Oversee customer enquiries, complaints and escalations.

Ensure service standards and response times are maintained.

Identify recurring issues and drive root-cause improvements with relevant departments.

Cross-Functional Collaboration

Collaborate closely with Marketing, Retail & Sales, Service/After-Sales, E-commerce, IT and Management to deliver a consistent and data-driven customer experience.

Requirements

5–8+ years of relevant experience in Customer Experience, CRM, Customer Lifecycle, Customer Operations or related fields, with 2–3 years of team leadership/management experience preferred.

Proven experience in CRM, customer database management, segmentation, customer retention and lifecycle programmes.

Commercial experience in retention, reactivation, loyalty, cross-selling or repeat purchases is highly desirable.

Experience in consumer electronics, home appliances, automotive, telecommunications, banking, insurance, hospitality, premium retail, subscription or loyalty businesses is preferred.

Strong customer-centric, commercial and data-driven mindset, with the ability to translate customer insights into business actions.

Strong strategic and execution skills, with experience developing and implementing customer strategies, processes and programmes.

Excellent cross-functional collaboration and stakeholder management skills.

Ability to build customer journeys, SOPs, CRM workflows, escalation processes and performance measurement frameworks.