Customer Retention & Growth Specialist

Putra Food Industries Sdn Bhd; Selangor; On-site; MYR 78,000 - 123,000; Full time

Job summary

Putra Food Industries Sdn Bhd in Malaysia is seeking a Customer Retention & Account Management professional to monitor ordering patterns, re-engage inactive customers, and work with Sales to optimize post-sale support.

You will drive order growth by upselling, streamline reordering processes, resolve issues with Customer Service, and build strong relationships with key accounts while collaborating with Sales and Marketing on retention strategies.

Qualifications

• Monitor order frequency and re-engage inactive customers to sustain repeat orders.
• Identify opportunities to upsell by introducing new products and bulk purchases.
• Guide customers on best ordering practices to maximize efficiency and resolve common issues.
• Proactively address pain points to prevent churn with internal teams.
• Strengthen relationships with high-value accounts through regular touchpoints.
• Assist Sales after closing by gathering insights on needs and first-order expectations.
• Collaborate with Customer Service Operations to resolve recurring issues and refine processes.
• Track retention trends and provide feedback to Sales and Marketing on retention challenges.
• Identify expansion opportunities and pass qualified leads to the Sales Executive.

Responsibilities

• Monitor customer order frequency and re-engage inactive customers.
• Increase order volume by upselling and recommending bulk or higher-value options.
• Ensure smooth reordering by guiding customers and resolving common ordering issues.
• Resolve customer concerns proactively to prevent churn.
• Maintain regular touchpoints with key accounts to ensure satisfaction.
• Collaborate with Sales after closing to ensure a smooth transition and gather customer insights.
• Work with CS Operations to address recurring issues and refine processes.
• Analyze retention trends to identify why customers stop ordering and provide feedback to Sales/Marketing.
• Pass qualified expansion leads to the Sales Executive.

Job description

Putra Food Industries Sdn Bhd in Malaysia is seeking a Customer Retention & Account Management professional to monitor ordering patterns, re-engage inactive customers, and work with Sales to optimize post-sale support.

You will drive order growth by upselling, streamline reordering processes, resolve issues with Customer Service, and build strong relationships with key accounts while collaborating with Sales and Marketing on retention strategies.