CX & CRM Manager: Lifecycle, Retention & Growth

Healthy World Lifestyle Sdn Bhd (Ogawa); Shah Alam; On-site; MYR 180,000 - 260,000; Full time

Job summary

Healthy World Lifestyle Sdn Bhd (Ogawa) is seeking a Customer Experience & CRM Manager to own the end-to-end customer lifecycle, from post-purchase engagement to loyalty and referrals. You will manage CRM, data strategies and lifecycle programmes to maximise lifetime value and business growth.

Responsibilities include building a Single Customer View, developing dashboards, and collaborating with Marketing, Sales and IT to deliver a consistent, data-driven customer experience across channels.

Qualifications

• 5–8+ years of experience in Customer Experience, CRM, Lifecycle or related fields.
• 2–3 years of team leadership/management experience preferred.
• Proven experience in CRM, customer database management, segmentation, retention and lifecycle programmes.

Responsibilities

• Lead end-to-end customer lifecycle from post-purchase engagement to retention, reactivation and referrals.
• Develop and manage CRM and customer data strategies; create segmentation and single customer view.
• Develop dashboards and VOC reporting; monitor NPS, CSAT and service satisfaction.
• Collaborate with Marketing, Sales, IT and Management to drive data-driven customer experiences.
• Oversee customer enquiries, complaints and escalation processes and drive root-cause improvements.

Skills

Customer Experience

CRM

Lifecycle

Data-driven

Cross-functional

Tools

CRM software

Job description

Healthy World Lifestyle Sdn Bhd (Ogawa) is seeking a Customer Experience & CRM Manager to own the end-to-end customer lifecycle, from post-purchase engagement to loyalty and referrals. You will manage CRM, data strategies and lifecycle programmes to maximise lifetime value and business growth.

Responsibilities include building a Single Customer View, developing dashboards, and collaborating with Marketing, Sales and IT to deliver a consistent, data-driven customer experience across channels.