Customer Experience & Retention Manager

TRISIXTY HIVE SDN. BHD.; Cyberjaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Free lunch provided daily

Competitive salary with incentives

Leadership opportunities

Open, collaborative workplace

Job summary

360 Haircare, a fast-growing Malaysian premium haircare brand, is seeking a Customer Experience & Retention Manager to lead CRM and retention initiatives from the ground up. You will shape strategies, systems and processes to strengthen customer relationships and maximise lifetime value.

You will guide junior team members, develop content initiatives and oversee customer interactions across channels, aiming to boost satisfaction, loyalty and long-term brand advocacy.

Qualifications

• Three to five years of relevant experience in CRM, lifecycle marketing, customer retention or related fields.
• Bachelor's degree in Marketing, Business Administration, Business Analytics, Communications, Psychology or a related discipline, or equivalent relevant experience.
• Proven ability to independently develop and execute customer engagement or retention strategies.
• Strong understanding of customer journeys, segmentation, CRM campaigns and customer lifecycle management.
• Comfortable working with customer data, analysing performance and translating insights into actionable strategies.
• Strong commercial awareness, with an understanding of how retention initiatives contribute to revenue and profitability.
• Excellent communication, interpersonal and problem-solving skills.
• Strong organisational and project-management abilities.
• Proactive, resourceful and comfortable building new systems and processes with minimal supervision.
• Able to communicate effectively in both English and Bahasa Malaysia.
• Able to work full-time from our office in Cyberjaya.

Responsibilities

• Oversee customer enquiries, consultations and complaints across social media and e-commerce.
• Develop strategies to improve customer satisfaction and engagement.
• Establish customer service guidelines, workflows and escalation procedures.
• Monitor interactions to identify recurring concerns and opportunities for improvement.
• Build relationships that foster trust, loyalty and advocacy.
• Design and implement the CRM strategy and customer journeys.

Skills

CRM strategy

Customer engagement

Data analysis

Communication

Project management

Education

Bachelor's Degree in Marketing, Business Administration, Business Analytics, Communications, Psychology

Tools

CRM platforms

Marketing automation

Loyalty programs

Job description

360 Haircare is a fast-growing Malaysian premium haircare brand powered by honey and backed by science. We create high-quality products that deliver both immediate and long-term benefits for healthier hair and scalp.

As we continue to grow, we are looking for a customer-centric and commercially minded Customer Experience & Retention Manager to build and lead our customer relationship and retention initiatives.

Role Overview

You will take ownership of the customer experience and retention function, building strategies, systems and processes that strengthen customer relationships, increase repeat purchases and maximise customer lifetime value.

This role is ideal for someone who understands customer behaviour, can translate customer insights into effective retention strategies and is comfortable building a CRM function from the ground up.

You will also oversee customer interactions, develop customer-focused content initiatives and guide junior team members to deliver exceptional customer experiences across our channels.

Key Responsibilities

Customer Experience & Engagement

Oversee customer enquiries, consultations, feedback and complaints across social media, e-commerce and other customer touchpoints.

Develop strategies to improve customer satisfaction, engagement and overall service quality.

Establish customer service guidelines, workflows and escalation procedures.

Monitor customer interactions to identify recurring concerns, unmet needs and opportunities for improvement.

Build meaningful customer relationships that encourage trust, loyalty and long-term brand advocacy.

CRM & Customer Retention

Develop and implement the company's CRM strategy, systems and workflows from the ground up.

Design and optimise customer journeys, including onboarding, post-purchase engagement, replenishment, cross-selling and reactivation.

Develop customer segmentation strategies based on purchasing behaviour, preferences and engagement history.

Plan and execute personalised CRM campaigns to increase repeat purchases, retention and customer lifetime value.

Explore and implement loyalty, referral and customer advocacy initiatives.

Maintain accurate customer records and ensure responsible handling of customer data.

Customer-Focused Content

Develop content strategies that address customer questions, concerns and product usage needs.

Plan educational content such as FAQs, product tutorials, usage guides and haircare advice.

Identify content opportunities from customer enquiries, feedback and recurring concerns.

Develop content briefs, scripts and key messaging for customer-focused content.

Collaborate with the marketing team to ensure content is accurate, engaging and aligned with the brand's positioning.

Performance & Optimisation

Monitor customer retention, repeat purchase rates, customer lifetime value and CRM campaign performance.

Analyse customer behaviour, purchase patterns, feedback and engagement data.

Evaluate the revenue and profitability contribution of customer retention initiatives.

Identify opportunities to improve customer journeys, campaign effectiveness and customer profitability.

Prepare performance reports with actionable insights and recommendations.

Team & Customer Experience Operations

Guide and supervise junior team members in customer engagement, CRM and related activities.

Establish and improve customer service, CRM and reporting workflows.

Coordinate with marketing, sales and operations teams to ensure a consistent customer experience.

Take ownership of customer experience and retention projects, from planning through execution.

Identify operational challenges and implement practical improvements proactively.

Requirements

Three to five years of relevant experience in CRM, lifecycle marketing, customer retention, customer experience or related fields.

Bachelor's Degree in Marketing, Business Administration, Business Analytics, Communications, Psychology or a related discipline, or equivalent relevant experience.

Proven ability to independently develop and execute customer engagement or retention strategies.

Strong understanding of customer journeys, segmentation, CRM campaigns and customer lifecycle management.

Comfortable working with customer data, analysing performance and translating insights into actionable strategies.

Strong commercial awareness, with an understanding of how retention initiatives contribute to revenue and profitability.

Excellent communication, interpersonal and problem-solving skills.

Strong organisational and project-management abilities.

Proactive, resourceful and comfortable building new systems and processes with minimal supervision.

Able to communicate effectively in both English and Bahasa Malaysia.

Able to work full-time from our office in Cyberjaya.

Added Advantages

Experience in beauty, haircare, personal care or consumer brands.

Experience with e-commerce, DTC brands, TikTok Shop, Shopee or Shopify.

Hands-on experience implementing CRM platforms, automation tools or customer loyalty programmes.

Experience building a CRM or customer retention function from scratch.

Familiarity with customer cohort analysis, marketing automation and retention performance measurement.

Experience managing customer service teams or guiding junior team members.

Demonstrated results in improving customer retention, repeat purchases or customer lifetime value.

What We Offer

Ownership of a new and strategically important customer experience and retention function.

The opportunity to build CRM systems, customer journeys and retention strategies from the ground up.

Room to introduce new ideas, systems and customer engagement initiatives.

Career-growth and leadership opportunities.

Competitive salary with potential performance incentives.

Free lunch provided daily.

A collaborative workplace with open communication and minimal hierarchy.