Customer Experience & CRM Manager

Healthy World Lifestyle Sdn Bhd (Ogawa); Shah Alam; On-site; MYR 180,000 - 260,000; Full time

Job summary

Healthy World Lifestyle Sdn Bhd (Ogawa) is seeking a Customer Experience & CRM Manager to own the end-to-end customer lifecycle, from post-purchase engagement to loyalty and referrals. You will manage CRM, data strategies and lifecycle programmes to maximise lifetime value and business growth.

Responsibilities include building a Single Customer View, developing dashboards, and collaborating with Marketing, Sales and IT to deliver a consistent, data-driven customer experience across channels.

Qualifications

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

Responsibilities

• Lead end-to-end customer lifecycle from post-purchase engagement to retention, reactivation and referrals.
• Develop and manage CRM and customer data strategies; create segmentation and single customer view.
• Develop dashboards and VOC reporting; monitor NPS, CSAT and service satisfaction.
• Collaborate with Marketing, Sales, IT and Management to drive data-driven customer experiences.
• Oversee customer enquiries, complaints and escalation processes and drive root-cause improvements.

Skills

Customer Experience

CRM

Lifecycle

Data-driven

Cross-functional

Tools

CRM software

Job description

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.

Ogawa World Berhad is a leading Malaysian health and wellness retail chain store for a wide range of innovative relaxation and reflexology products. Established in 1996, there are currently 50 outlets in Malaysia with more than 300 employees.

Encouraging a healthier, more relaxed lifestyle, our mission is to bring innovative health and wellness equipment products of the highest quality to people around the world.

Healthy World Lifestyle Sdn Bhd, the creator of health care icon OGAWA has preserved through 28 years to build a reputation and image that has been acknowledged and recognized worldwide.

Ogawa World Berhad is a leading Malaysian health and wellness retail chain store for a wide range of innovative relaxation and reflexology products. Established in 1996, there are currently 50 outlets in Malaysia with more than 300 employees.

Encouraging a healthier, more relaxed lifestyle, our mission is to bring innovative health and wellness equipment products of the highest quality to people around the world.

Healthy World Lifestyle Sdn Bhd, the creator of health care icon OGAWA has preserved through 28 years to build a reputation and image that has been acknowledged and recognized worldwide.

Ogawa World Berhad is a leading Malaysian health and wellness retail chain store for a wide range of innovative relaxation and reflexology products. Established in 1996, there are currently 50 outlets in Malaysia with more than 300 employees.

Encouraging a healthier, more relaxed lifestyle, our mission is to bring innovative health and wellness equipment products of the highest quality to people around the world.

Healthy World Lifestyle Sdn Bhd, the creator of health care icon OGAWA has preserved through 28 years to build a reputation and image that has been acknowledged and recognized worldwide.