Customer Relations Manager

Melium; Kulai; On-site; MYR 120,000 - 180,000; Full time

Job summary

Melium, a luxury fashion retail group in Malaysia, seeks a Customer Relations Manager to strengthen client loyalty and personalise service across boutiques. You will work with Boutique Managers, sales teams, and Head Office to deliver elevated brand experiences and data-driven insights.

You will lead loyalty initiatives, supervise VIP activities, and ensure service standards are consistently high. Strong communication, analytical, and CRM skills are essential for success.

Qualifications

• Minimum 5 years of experience in customer relationship management or related role.
• Proven track record in developing engagement or loyalty programmes.
• Strong clienteling principles and luxury service standards.
• Excellent interpersonal and relationship-building skills with high-value clients.
• Analytical skills to translate data into actions.
• Experience handling complaints and service recovery.
• Proficiency in CRM systems, Word, Excel, and Pivot tables.
• PDPA knowledge and practical data handling.

Responsibilities

• Develop and implement customer relationship strategies to build long term loyalty and increase repeat purchases.
• Establish and monitor service standards to ensure consistent, high-quality client experiences across boutiques.
• Oversee loyalty programmes and VIP engagement in collaboration with Marketing and Boutique teams.
• Serve as the primary contact for escalated customer feedback and resolution.
• Analyse customer data and feedback trends to generate actionable insights for management.
• Support training programmes for boutique staff on customer engagement and relationship building.
• Collaborate with Marketing, CRM teams, and Brand Principals to align engagement strategies.
• Ensure compliance with PDPA and data governance policies.
• Oversee CRM systems usage and identify opportunities to improve processes.

Skills

Customer relationship management

Client engagement

Loyalty programme management

Data analysis

Stakeholder management

Communication skills

CRM systems

PDPA knowledge

English proficiency

Bahasa Malaysia proficiency

Education

Bachelor's degree

Tools

CRM software

Microsoft Word

Excel

Pivot tables

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 Relations Manager plays a vital role in strengthening customer loyalty, enhancing the client experience, and driving long term relationships between the brand and its customers. This role focuses on building a robust customer relationship management framework, ensuring consistent and personalised service standards across boutiques, and using customer insights to support business growth. The Customer Relations Manager works closely with Boutique Managers, sales teams, and Head Office departments to ensure customers receive an elevated, memorable, and consistent luxury experience across all touchpoints.

JOB RESPONSIBILITIES:

• 1. Customer Relationship Management

  Develop and implement customer relationship strategies to build long term loyalty and increase repeat purchases. Maintain and grow the customer database, ensuring accuracy, completeness, and proper segmentation of client profiles in line with brand and business needs.

• 2. Client Experience and Service Standards

  Establish and monitor service standards to ensure customers receive a consistent, high quality, and personalised experience across all boutiques. Work with boutique teams to identify opportunities to improve service delivery, resolve service gaps, and enhance customer satisfaction.

• 3. VIP and Loyalty Programme Management

  Oversee the planning and execution of loyalty programmes, VIP engagement initiatives, and clienteling activities. Coordinate exclusive events, previews, and appreciation activities for top spending and high value customers in collaboration with Marketing and Boutique teams.

• 4. Customer Feedback and Complaint Resolution

  Serve as the key point of contact for escalated customer feedback, complaints, and service recovery cases. Investigate issues thoroughly, coordinate with relevant departments, and ensure timely and appropriate resolution while maintaining the brand's reputation and customer trust.

• 5. Data Analysis and Reporting

  Analyse customer data, purchase behaviour, and feedback trends to generate actionable insights. Prepare regular reports on customer satisfaction, retention rates, complaint trends, and clienteling performance for management review and decision making.

• 6. Training and Capability Building

  Support the development and delivery of customer service and clienteling training programmes for boutique staff. Coach and guide Boutique Managers and sales personnel on best practices in customer engagement, complaint handling, and relationship building.

• 7. Cross Functional Collaboration

  Work closely with Marketing, CRM systems teams, and Brand Principals to align customer engagement strategies with brand guidelines and business objectives. Provide input on marketing campaigns, promotions, and customer communication strategies based on customer insights.

• 8. Compliance and Data Protection

  Ensure all customer data collection, storage, and usage practices comply with the Personal Data Protection Act 2010 (PDPA) and internal data governance policies. Maintain confidentiality and integrity of customer information at all times.

• 9. CRM Systems and Process Improvement

  Oversee the effective use of CRM systems and tools across boutiques. Identify opportunities to streamline processes, improve data quality, and enhance the overall efficiency of customer relationship management practices.

REQUIREMENTS:

• Minimum of 5 years of experience in customer relationship management, client services, or a related role, preferably within luxury retail, fashion, or hospitality industries.
• Proven track record in developing and executing successful customer engagement or loyalty programmes.
• Strong understanding of clienteling principles and luxury customer service standards.
• Excellent interpersonal, communication, and relationship building skills, with the ability to engage confidently with high value clients.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
• Experience in handling customer complaints and service recovery in a professional and solution oriented manner.
• Proficiency in CRM systems, Microsoft Word, Excel, and Pivot tables.
• Working knowledge of the Personal Data Protection Act 2010 (PDPA) and its practical application in customer data handling.
• Ability to work collaboratively across departments and manage multiple stakeholders.
• Bachelor's degree in business, marketing, communications, or a related field is preferred.
• Good command of English and Bahasa Malaysia. Ability to converse in other languages is an added advantage.