Customer Relationship Manager

Nando's; Selangor; On-site; MYR 70,000 - 100,000; Full time

Job summary

A popular restaurant chain is seeking a Customer Relationship Manager to lead their CRM and customer experience strategy in Malaysia. The role focuses on strengthening customer loyalty, enhancing digital journeys, and driving growth through data and insights. Candidates should have at least a degree in Marketing or related fields, along with 5-8 years of experience in a customer-centric role. Strong CRM expertise, analytical skills, and project management capabilities are essential. Apply now to make an impact on customer experiences!

Qualifications

• Minimum of 5 to 8 years of experience in a customer-centric role.
• Strong expertise in loyalty programs and lifecycle marketing.
• Comfortable working with dashboards and customer data.

Responsibilities

• Lead and develop a high-performing customer support team.
• Establish CX standards across all digital touchpoints.
• Partner with Operations to improve customer journey outcomes.

Skills

CRM systems expertise

Customer journey mapping

Analytical skills

Communication skills

Education

Degree in Marketing, Advertising, Business or equivalent

Tools

Analytics platforms

Job description

Are you passionate about turning customer insights into impactful strategies? Do you love building great customer journeys and driving loyalty? If you're excited about creating memorable experiences across digital touchpoints, we want you on our team!

As our Customer Relationship Manager, you will lead Nando’s CRM and customer experience strategy—strengthening customer loyalty, improving digital journeys, and driving off‑premises growth. You’ll use data, insights, and customer feedback to elevate how guests interact with our brand across the Nando’s App, digital ordering, and delivery platforms.

What you’ll be doing:

Customer Experience Management

• Lead and develop a high‑performing customer support team that delivers timely, warm, and consistent support.
• Establish CX standards and escalation frameworks across all digital touchpoints.
• Continuously improve the Customer Service Playbook for consistency and excellence.
• Analyse feedback from app reviews, digital metrics, and NPS to uncover trends and improvement areas.
• Partner with Operations and cross‑functional teams to solve pain points and improve customer journey outcomes.
• Monitor delivery performance metrics to identify gaps and opportunities.
• Analyse delivery platform outcomes (speed, accuracy, ratings, cancellations) and drive improvements.
• Collaborate with delivery partners on campaigns, platform visibility, and operational enhancements.

Customer Relationship Management (CRM)

• Lead customer behaviour studies using data analysis and qualitative insights.
• Develop strategies to enhance app performance and loyalty program engagement.
• Build automated customer journeys and continuously optimise through testing and learning.

Cross‑Functional Collaboration

• Work closely with Marketing, Operations, and L&D teams to ensure seamless and timely customer responses.
• Use data and strong communication skills to influence stakeholders and support the marketing strategy.

Requirements:

• Candidate must possess at least a Degree in Marketing, Advertising, Business or equivalent.
• Minimum of 5 to 8 years of experience in a customer‑centric role (any industry).
• Strong expertise in CRM systems, loyalty programs, and lifecycle marketing.
• Strong analytical and interpretive skills.
• Comfortable working with dashboards, analytics platforms, and customer data.
• Experience in user journey mapping and UX optimisation for digital flows.
• Strong influencing and communication skills to present insights and recommendations.
• Excellent project management skills with strong follow‑through across multiple initiatives.
• Preferred experience in the restaurant, retail, or consumer products industry.

If you’re ready to create impactful customer experiences and shape the way Malaysians interact with Nando’s, apply now and let’s make magic happen together!