Customer Service Team Lead & CRM Manager

CL TRILLION SDN. BHD.; Kajang Municipal Council; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading distributor of baby products in Malaysia seeks a dual-responsibility leader for customer service and CRM management. The ideal candidate will enhance customer satisfaction, lead a high-performing team, and drive customer retention through effective CRM strategies. This role demands strong problem-solving skills, accountability, and experience in both customer service and CRM management, with significant opportunities for personal growth and impact within the company.

Benefits

Real ownership and decision-making authority

Growth exposure working closely with Management and CEO

Qualifications

• Minimum 2 years of customer service experience handling escalated cases.
• Proven experience leading or guiding a customer service team.
• Minimum 2 years of CRM or customer lifecycle management experience.

Responsibilities

• Act as the main escalation point for complex or sensitive customer enquiries.
• Lead and manage a team of approximately 4 customer service officers.
• Own and manage CRM as a revenue-generating channel.

Skills

Customer service experience

Problem-solving skills

Data analysis skills

Team leadership

Work from home management

Job description

This is a dual-responsibility leadership role combining Customer Service Team Leadership and CRM Management with revenue ownership.

This role plays a critical part in driving CobyHaus’s long-term customer value strategy, including:

Core customer program

Mother-led authentic sharing and advocacy initiatives

Building and leading a scalable, high-performing customer service team

This role is accountable for both execution quality and measurable outcomes across customer experience and retention performance.

This role requires someone who can think, decide, execute, and improve systems independently — not someone who waits for instructions.

You will be expected to operate with a high level of ownership, judgement, and accountability in a performance-tracked environment.

Key Responsibilities

Act as the main escalation point for complex or sensitive customer enquiries and complaints.

Lead, coach, and manage a team of approximately 4 customer service officers, across office-based and WFH arrangements.

Guide the team in resolving customer issues professionally, fairly, and decisively, balancing:

• Brand reputation
• Company cost control

Make sound judgement calls on resolutions and compensation within approved guidelines, escalating only when necessary.

Set, monitor, and continuously improve customer service performance metrics, including:

• Response time
• Refund and compensation cases

Be accountable for service quality consistency and resolution standards across all customer touchpoints.

Ensure consistent service quality across all customer touchpoints, especially FB Live–related enquiries.

Standardise, document, and improve CS workflows and SOPs to increase efficiency and clarity.

Monitor team productivity, including attendance, responsiveness, and case-handling quality.

Conduct structured coaching, performance feedback, and corrective guidance where required.

Work closely with warehouse, live commerce, and management teams to resolve recurring or systemic customer issues.

B. CRM Manager

Own and manage CRM as a revenue-generating channel, without a dedicated CRM team.

This role carries direct responsibility for CRM-driven retention, engagement, and revenue performance.

Segment customers into relevant groups, including:

• High-value customers
• Repeat customers
• Brand-specific customers
• Subscription-based customers
• Agabom 3000 core users

Plan and execute CRM initiatives to drive:

• Repeat purchase

Use customer behaviour and purchase data to:

• Identify sales opportunities
• Improve targeting accuracy
• Reduce unsubscribe and disengagement rates

Design and execute customer engagement campaigns, including:

• Product-specific targeting
• Festive, birthday, and loyalty campaigns

Promote relevant products to the right customer segments to increase conversion and repeat purchase.

Identify, nurture, and manage authentic customer advocates (especially mothers) for:

• Community-based trust building

Maintain customer “stickiness” with the CobyHaus brand through thoughtful, value-driven communication.

Track, analyse, and report CRM performance, including:

• Engagement rates
• Conversion rates
• CRM-driven revenue

Continuously optimise CRM strategies based on performance data and customer feedback.

Take full ownership of CRM outcomes and present insights and recommendations to Management and CEO.

Performance & Accountability

This role will be guided by clearly defined KPIs focused on execution quality, consistency, and contribution to team objectives. Performance reviews are conducted on a structured and transparent basis.

What You’ll Achieve

• Improved customer satisfaction and complaint resolution quality.
• A stronger, more consistent, and better-guided customer service team.
• Increased customer subscription and repeat purchase rates.
• Higher CRM-driven sales through data-driven execution.
• Reduced customer churn and unsubscribe rates.
• Better visibility into customer behaviour and CRM performance for Management.

What We’re Looking For

• Minimum 2 years of customer service experience, including handling escalated or sensitive cases.
• Proven experience leading or guiding a customer service team.
• Strong problem-solving and decision-making skills.
• Ability to systemise workflows and continuously improve SOPs.
• Comfortable managing both office-based and WFH staff.
• Comfortable being accountable for team performance and service standards.

CRM Management

• Minimum 2 years of CRM or customer lifecycle management experience.
• Strong data analysis skills with the ability to turn insights into action.
• Experience using CRM initiatives to drive sales, retention, or engagement.
• Comfortable working independently on CRM execution and performance tracking.
• Able to work with clear performance expectations and take ownership of results.

Bonus Points

• Experience in e-commerce, live commerce, or FMCG.
• Strong or fast-learning product knowledge.
• Confident communicator who can work cross-functionally.

Why Join Us

• Hands-on role with real ownership and decision-making authority
• Opportunity to shape customer experience and CRM strategy
• Growth exposure working closely with Management and CEO

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Team Leader?
• How many years' experience do you have as a manager / team lead?
• How many years' experience do you have as a CRM Campaign Executive?

Coby Haus is a leading distributor for baby products and accessories ranging from medium to premium class. Our main focus is to deliver highest quality products and services with greatest experiences to our valuable customers.

Our Vision is: To be the most trusted baby product provider for parents and caretakers in Malaysia and ASEAN countries.