Customer Relationship Manager (CRM)

Paradise (F&B) Malaysia Sdn Bhd; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Paradise (F&B) Malaysia Sdn Bhd is seeking a Customer Relationship Manager to lead the development and execution of our CRM and loyalty strategy across all F&B outlets. You will own end-to-end CRM from strategy to team leadership and cross-functional collaboration with marketing, operations, and technology teams.

You will build the annual CRM roadmap, drive customer lifecycle programmes, and manage a small CRM/loyalty team while ensuring data integrity and PDPA compliance.

Qualifications

• Degree in Marketing, Business, or related field.
• Minimum 3–6 years CRM/loyalty experience, 1–2 years in leadership.
• Experience in F&B/retail/hospitality preferred.
• Proven track record in CRM/loyalty strategy execution.
• Strong customer segmentation, lifecycle marketing, and journey mapping.

Responsibilities

• Own and drive CRM and loyalty programme strategy.
• Develop annual CRM roadmap and lifecycle programmes.
• Lead CRM/loyalty team and coordinate with agencies.
• Align CRM initiatives with revenue and growth targets.
• Oversee CRM data integrity across outlets and channels.
• Develop segmentation models based on behaviour and spend.
• Ensure PDPA compliance in CRM activities.
• Plan multi-channel campaigns and track ROI.
• Collaborate with IT to maintain CRM platforms.

Skills

CRM strategy

Loyalty program design

Customer segmentation

Lifecycle marketing

Team leadership

Data-driven decision making

Communication

Stakeholder management

Education

Marketing degree

Tools

CRM platforms

Analytics tools

Multi-channel campaign tools

Job description

The Customer Relationship Manager (CRM) will lead the development and execution of the company's CRM and loyalty strategy across F&B outlets, driving customer engagement, retention, and lifetime value. This role owns the end-to-end CRM function - from strategy and campaign planning to team leadership, data-driven decision-making, and cross-functional collaboration with marketing, operations, and technology teams.

Key responsibilities

Own and drive the CRM and loyalty programme strategy in alignment with overall business and brand objectives

Develop the annual CRM roadmap, including customer lifecycle programmes (onboarding, retention, win-back, upsell/cross-sell)

Lead, mentor, and manage the CRM/loyalty executive(s) and coordinate with agencies or vendors as needed

Partner with senior management to align CRM initiatives with revenue and customer growth targets

Oversee the integrity, accuracy, and growth of the customer database across all outlets and channels

Develop advanced customer segmentation models based on behaviour, spend, frequency, and preferences

Ensure compliance with data privacy regulations (e.g., PDPA) in all CRM activities

Plan and oversee multi-channel campaigns (email, SMS, WhatsApp, push notifications, in-app) that deliver personalised, timely, and relevant customer communications

Track and analyse CRM KPIs, including acquisition, retention, churn, redemption rates, and campaign ROI

Work closely with IT/technical teams to enhance and maintain CRM platforms and tools

Requirements

Degree in Marketing, Business, or a related field

Minimum 3-6 years of experience in CRM, loyalty programmes, or data-driven marketing, with at least 1-2 years in a leadership or managerial capacity

Prior experience in the F&B, retail, or hospitality industry is highly preferred

Proven track record of developing and executing successful CRM/loyalty strategies

Strong understanding of customer segmentation, lifecycle marketing, and customer journey mapping

Strong leadership and team management skills

Excellent communication, stakeholder management, and content development abilities

Highly analytical, detail-oriented, and comfortable working with data to drive decisions

Strategic mindset with strong hands-on execution capability

Proactive, adaptable, and able to thrive in a fast-paced, multi-outlet F&B environment

Hospitality & Tourism 101-1,000 employees

We are an established F&B Group of restaurant (primarily Chinese cuisine) in search of dynamic and enthusiastic employees. Be it Restaurant Manager / Floor Staff or Management team, we seek dedicated individuals who are diligent in growing their potential and strength with us.

All our restaurants are located in major established Shopping Malls - currently we have 38 Restaurants under our chain and with at least 7 more to come in the year.