Customer Relationship Management (CRM) Executive

CLEF Skincare; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Benefits offered by this job

On-site role in Kuala Lumpur

Job summary

CLEF Skincare is seeking a CRM Executive to own customer retention across multiple brands, using Klaviyo for campaigns and automated flows. You will manage the loyalty program on Eber, plan WhatsApp and chat CRM, and leverage data to drive repeat purchases.

The role requires 1–3 years in CRM or email marketing for ecommerce, strong copywriting, and a data-minded approach. On-site Kuala Lumpur, full‑time.

Qualifications

• Diploma or Degree in Marketing, Business, E‑commerce, or a related field
• 1–3 years of hands‑on experience in CRM, email/SMS marketing or retention, ideally for ecommerce or D2C brands
• Must be proficient in Klaviyo: able to build campaigns, flows and segments independently
• Experience with Eber or other loyalty/membership platforms is a plus
• Experience with WhatsApp Business / broadcast tools is a plus
• Good understanding of retention metrics (open rate, CTR, conversion, repeat purchase rate, LTV, churn)
• Strong in Excel / Google Sheets for tracking, analysis and reporting
• Good copywriting skills and a creative eye for email and message content
• Detail‑oriented: checks links, offers, segments and send times before anything goes out
• Highly organised and structured: plans ahead, keeps the CRM calendar, flows and reports tidy, and manages multiple brands against deadlines
• Genuine interest in AI tools and how they can be applied to real work
• Good written and spoken English; Mandarin and/or Bahasa Malaysia is a plus for customer communication
• Experience in beauty, skincare, FMCG or retail ecommerce is an advantage
• Willing to work on‑site in Kuala Lumpur full‑time

Responsibilities

• Email & SMS Marketing (Klaviyo): Plan, build and send promotional campaigns and automated flows across multiple brands
• Loyalty Programme (Eber): Run daily operations of membership programme, track enrolment and rewards
• WhatsApp & Chat CRM: Plan and send WhatsApp broadcasts with compliant opt‑in rules
• Segmentation & Personalisation: Build customer segments and tailor messages
• CRM Calendar & Campaign Execution: Own the CRM calendar aligned with campaigns and launches
• Content & Creative Briefing: Write subject lines and copy, brief design team
• Testing & Optimisation: A/B test subject lines, content, offers and send times
• Data, Reporting & Insights: Track revenue from CRM, retention, LTV; prepare weekly/campaign reports
• List Health & Compliance: Maintain data hygiene across Shopify, Klaviyo and Eber
• Cross‑Functional Coordination: Work with ecommerce, performance marketing, creative and customer service teams
• AI‑Powered Workflows: Use AI tools to speed up copy, segmentation ideas, analysis and reporting

Skills

Klaviyo

CRM marketing

Segmentation

Data reporting

Excel/Sheets

Copywriting

AI tools

Education

Diploma or Degree in Marketing, Business, E‑commerce

Tools

Klaviyo

Eber

Shopify Plus

WhatsApp Business

Job description

Customer Relationship Management (CRM) Executive

The Clef Group is a fast-growing Malaysian beauty and lifestyle group running multiple direct-to-consumer brands on Shopify Plus. We're looking for a CRM Executive to own how we keep customers coming back, through email, SMS, WhatsApp and our loyalty programme. You'll build campaigns and automated flows in Klaviyo, run our membership programme on Eber, and use customer data to grow repeat purchases and lifetime value across our brands.

This role suits someone with 1–3 years of hands‑on CRM or email marketing experience who enjoys both the creative and the data side of retention. You'll report directly to the Head of Growth & Strategy.

We're looking for someone organised, data-minded, and genuinely excited about using AI tools (like ChatGPT/Claude) to work smarter and faster.

What You'll Do

Email & SMS Marketing (Klaviyo) — Plan, build and send promotional campaigns and automated flows (welcome series, abandoned cart, browse abandonment, post-purchase, replenishment, winback) across multiple brands

Loyalty Programme (Eber) — Run the day‑to‑day of our membership programme: tiers, points, rewards, member‑only offers and member communications; track enrolment, redemption and member repeat rate

WhatsApp & Chat CRM — Plan and send WhatsApp broadcasts and retention messages, keeping them relevant, well‑timed and compliant with opt‑in rules

Segmentation & Personalisation — Build and maintain customer segments (e.g. new vs repeat, VIPs, lapsed, RFM‑based) so the right message reaches the right customer

CRM Calendar & Campaign Execution — Own the CRM calendar and align it with sales campaigns (e.g. 11.11, 12.12, CNY, Raya), product launches and on‑site promotions

Content & Creative Briefing — Write engaging subject lines and copy, and brief the design team on email and message visuals

Testing & Optimisation — A/B test subject lines, content, offers and send times; improve open, click and conversion rates over time

Data, Reporting & Insights — Track revenue from CRM, repeat purchase rate, retention, LTV, list growth and unsubscribes; prepare weekly and campaign reports with clear recommendations

List Health & Compliance — Keep lists clean, manage deliverability and consent, and maintain accurate customer data between Shopify, Klaviyo and Eber

Cross‑Functional Coordination — Work with ecommerce, performance marketing, creative and customer service teams so CRM, offers and the customer experience line up

AI‑Powered Workflows — Use AI tools to speed up copywriting, segmentation ideas, analysis and reporting

Requirements

Diploma or Degree in Marketing, Business, E‑commerce, or a related field

1–3 years of hands‑on experience in CRM, email/SMS marketing or retention, ideally for ecommerce or D2C brands

Must be proficient in Klaviyo: able to build campaigns, flows and segments independently

Experience with Eber or other loyalty/membership platforms is a plus

Experience with WhatsApp Business / broadcast tools is a plus

Good understanding of retention metrics (open rate, CTR, conversion, repeat purchase rate, LTV, churn)

Strong in Excel / Google Sheets for tracking, analysis and reporting

Good copywriting skills and a creative eye for email and message content

Detail‑oriented: checks links, offers, segments and send times before anything goes out

Highly organised and structured: plans ahead, keeps the CRM calendar, flows and reports tidy, and manages multiple brands against deadlines

Genuine interest in AI tools and how they can be applied to real work

Good written and spoken English; Mandarin and/or Bahasa Malaysia is a plus for customer communication

Experience in beauty, skincare, FMCG or retail ecommerce is an advantage

Willing to work on‑site in Kuala Lumpur full‑time

What You'll Get

Hands‑on ownership of CRM and loyalty across multiple brands

Direct mentorship from the Head of Growth & Strategy

Exposure across the full ecommerce and martech stack (Shopify Plus, Klaviyo, Eber, AI tools)

CLEF Skincare is a local skincare brand with the mission to uproot skin issues with CLean & EFfective ingredients.

We are available on clefskincare.com, Shopee Mall, Lazada Mall, Watson, SASA, Aeon Wellness in Malaysia and also our flagship store at Publika G Floor, KL.