Customer Relationship Management Manager

Wellous Group; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Wellous Group is a fast-growing health and wellness company in Kuala Lumpur seeking a CRM/Customer Engagement lead. You will drive customer growth, loyalty, and retention across channels, leveraging data-driven strategies and collaborative cross-functional work.

The role focuses on building compelling customer journeys, optimizing lifetime value, and delivering measurable program improvements that support business growth and brand excellence.

Qualifications

• Experience managing CRM campaigns and loyalty programs.
• Strong analytical capabilities and customer-centric thinking.
• Ability to execute CRM and loyalty strategies across multiple sales channels.

Responsibilities

• Develop and execute initiatives to enhance customer acquisition, engagement, retention, and loyalty.
• Drive programs that strengthen customer relationships and improve overall customer experience.
• Identify opportunities to increase customer lifetime value, repeat purchase behaviour, and customer advocacy.
• Manage and continuously improve customer-related programs, including membership, loyalty, rewards, referrals, and engagement.
• Evaluate program effectiveness and recommend enhancements to improve participation and business impact.
• Collaborate with internal stakeholders to develop customer-centric solutions that support objectives.
• Leverage customer data and insights to support planning and decision-making.
• Plan and execute customer communications and lifecycle journeys across channels.
• Partner with Sales, Marketing, E-Commerce, Customer Service, Operations, IT, and others to drive initiatives.
• Maintain and review processes, systems, and programs to boost efficiency and engagement.

Skills

CRM campaigns

Loyalty programs

Customer data analysis

Cross-channel marketing

Stakeholder collaboration

Education

Bachelor’s degree in Marketing

Bachelor’s degree in Business Administration

Job description

About the Role

Wellous Group is a fast-growing health and wellness company dedicated to delivering innovative, high-quality products that enhance everyday living. With a strong focus on research, product development, and brand excellence, we aim to create trusted solutions that support healthier lifestyles.

This role is responsible for driving customer growth, engagement, loyalty, and retention initiatives across the company's sales channels. This role plays a key part in strengthening customer relationships, enhancing customer experience, maximizing customer lifetime value, and supporting business growth through data-driven customer strategies and engagement programs. As the organization continues to evolve, this role is expected to adapt to changing business priorities and may lead or support new customer, membership, loyalty, CRM, digital engagement, customer experience, or related initiatives as required.

Key Responsibilities:

• Develop and execute initiatives to enhance customer acquisition, engagement, retention, and loyalty.
• Drive programs that strengthen customer relationships and improve overall customer experience.
• Identify opportunities to increase customer lifetime value, repeat purchase behaviour, and customer advocacy.

-Customer Programs & Initiatives

• Manage and continuously improve customer-related programs, which may include membership, loyalty, rewards, referral, customer engagement, retention, community-building, or other strategic initiatives.
• Evaluate program effectiveness and recommend enhancements to improve customer participation and business impact.
• Collaborate with internal stakeholders to develop customer-centric solutions that support organizational objectives.

-Customer Insights & Analytics

• Leverage customer data, business insights, and performance metrics to support decision-making and strategic planning.
• Monitor customer trends, behaviours, and engagement levels to identify growth opportunities.
• Develop reports, dashboards, and recommendations for management review.

-Campaign & Communication Management

• Plan and execute customer communication and engagement activities through relevant channels.
• Support personalized customer journeys and lifecycle initiatives to enhance customer experience.
• Ensure effective and timely communication with customers and stakeholders.

-Cross-Functional Collaboration

• Partner with Sales, Marketing, E-Commerce, Customer Service, Operations, IT, and other departments
• Support product launches, campaigns, promotions, and business projects where customer engagement and retention strategies are required.
• Participate in strategic business initiatives and transformation projects as assigned.
• Continuously review and improve customer-related processes, systems, and programs to enhance efficiency and effectiveness.
• Identify opportunities to leverage technology, automation, and innovation to improve customer engagement and operational performance.

-Other Duties

• Undertake any other duties, projects, or responsibilities assigned by Management from time to time in line with business requirements and organization priorities.

Key Requirements:

• Bachelor’s degree in Marketing, Business Administration, Customer Experience, Data Analytics, or related fields.
• Minimum 4–6 years of experience in CRM, Loyalty, Customer Engagement, or Digital Marketing functions.
• Proven experience managing CRM campaigns, loyalty programs, and customer databases.
• Strong analytical capabilities, customer-centric thinking, and the ability to execute effective CRM and loyalty strategies across multiple sales channels.

Technical Skills:

• Membership, Loyalty & Rewards Program Management