CX & Loyalty Manager: CRM, Retention & Journeys

Offspring Inc; Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading consumer brand in Malaysia is seeking a Manager/Assistant Manager to enhance customer experience and loyalty across multiple channels. The successful candidate will lead CRM strategies, manage lifecycle journeys, and coach a small team. Strong experience in customer experience, CRM, and a data-driven mindset are essential. This role requires collaboration with various internal stakeholders and the ability to drive customer-centric improvements.

Qualifications

• 6–9 years of experience in CX, CRM, or Loyalty (FMCG, beauty, retail, or e-commerce preferred).
• Strong leadership in CX with knowledge of SLA and QA design.
• Proven skills in funnel analysis and A/B testing.

Responsibilities

• Own the end-to-end journey across various customer touchpoints.
• Lead CRM lifecycle and maintain high deliverability standards.
• Shape and enhance the loyalty program based on customer feedback.

Skills

CX leadership experience

CRM and loyalty expertise

Data-driven mindset

Strong copywriting skills

Stakeholder management

Job description

A leading consumer brand in Malaysia is seeking a Manager/Assistant Manager to enhance customer experience and loyalty across multiple channels. The successful candidate will lead CRM strategies, manage lifecycle journeys, and coach a small team. Strong experience in customer experience, CRM, and a data-driven mindset are essential. This role requires collaboration with various internal stakeholders and the ability to drive customer-centric improvements.