Customer Relationship Management Specialist

Bell Ward Malaysia; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

Bell Ward Malaysia is recruiting a hands-on CRM & Loyalty Specialist to drive customer retention, engagement and loyalty growth. You will work with customer data to build targeted segments, lifecycle journeys and multi-channel campaigns across email, SMS, WhatsApp and app/push notifications.

You’ll develop audiences, offers and journeys, monitor performance and work with Marketing, Digital, Data, Operations and IT teams to optimise results.

Qualifications

• Bachelor’s degree in Marketing, Business, Analytics or a related field.
• 3–6 years’ experience in CRM, lifecycle marketing, loyalty, customer retention, digital marketing or customer growth.
• Hands‑on experience with CRM, marketing automation, loyalty or customer engagement programmes.
• Strong experience working with customer data, segmentation and campaign performance analysis.
• Good understanding of customer lifecycle marketing, retention and repeat purchase strategies.
• Experience across CRM channels such as email, SMS, WhatsApp and/or app/push notifications.
• Strong analytical, commercial and communication skills.
• Comfortable working with cross‑functional teams and external MarTech partners.
• Proactive, detail‑oriented and hands‑on, with strong campaign execution skills.
• Experience in retail, food, eCommerce or other high‑frequency consumer businesses is an advantage.

Responsibilities

• Develop and execute CRM and lifecycle campaigns across onboarding, repeat purchase, reactivation and retention.
• Drive loyalty programme engagement, member growth and purchase frequency.
• Analyse customer behaviour and data to build actionable segments and identify growth opportunities.
• Develop targeted audiences, offers, messaging and customer journeys.
• Monitor campaign and loyalty performance, conduct A/B testing and recommend optimisation opportunities.
• Work cross-functionally with Marketing, Digital, Data, Operations and IT teams.
• Partner with external CRM/MarTech providers to deliver campaigns and enhance customer engagement capabilities.
• Provide insights and recommendations to improve customer retention, loyalty and overall customer value.

Skills

CRM

Lifecycle Marketing

Loyalty Programs

Data Analysis

Segmentation

Campaign Performance

Cross-functional Collaboration

MarTech Partners

Retail / High-frequency

Education

Bachelor’s degree in Marketing/Business/Analytics

Tools

CRM Platforms

Marketing Automation

Analytics Tools

Job description

We’re currently recruiting on behalf of a leading consumer brand for a hands‑on CRM & Loyalty Specialist to drive customer retention, engagement, repeat purchases and loyalty growth.

This role will work closely with customer data to develop targeted segments, lifecycle journeys, CRM campaigns and loyalty initiatives across channels including email, SMS, WhatsApp and app/push notifications.

Key Responsibilities

• Develop and execute CRM and lifecycle campaigns across onboarding, repeat purchase, reactivation and retention.
• Drive loyalty programme engagement, member growth and purchase frequency.
• Analyse customer behaviour and data to build actionable segments and identify growth opportunities.
• Develop targeted audiences, offers, messaging and customer journeys.
• Monitor campaign and loyalty performance, conduct A/B testing and recommend optimisation opportunities.
• Work cross-functionally with Marketing, Digital, Data, Operations and IT teams.
• Partner with external CRM/MarTech providers to deliver campaigns and enhance customer engagement capabilities.
• Provide insights and recommendations to improve customer retention, loyalty and overall customer value.

Job Requirements

• Bachelor’s degree in Marketing, Business, Analytics or a related field.
• 3–6 years’ experience in CRM, lifecycle marketing, loyalty, customer retention, digital marketing or customer growth.
• Hands‑on experience with CRM, marketing automation, loyalty or customer engagement programmes.
• Strong experience working with customer data, segmentation and campaign performance analysis.
• Good understanding of customer lifecycle marketing, retention and repeat purchase strategies.
• Experience across CRM channels such as email, SMS, WhatsApp and/or app/push notifications.
• Strong analytical, commercial and communication skills.
• Comfortable working with cross‑functional teams and external MarTech partners.
• Proactive, detail‑oriented and hands‑on, with strong campaign execution skills.
• Experience in retail, food, eCommerce or other high‑frequency consumer businesses is an advantage.

Thank you for your interest in this position. Please note that only shortlisted candidates will be contacted.