Head of Customer Experience & Retention - CRM Lead

TRISIXTY HIVE SDN. BHD.; Cyberjaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Free lunch provided daily

Competitive salary with incentives

Leadership opportunities

Open, collaborative workplace

Job summary

360 Haircare, a fast-growing Malaysian premium haircare brand, is seeking a Customer Experience & Retention Manager to lead CRM and retention initiatives from the ground up. You will shape strategies, systems and processes to strengthen customer relationships and maximise lifetime value.

You will guide junior team members, develop content initiatives and oversee customer interactions across channels, aiming to boost satisfaction, loyalty and long-term brand advocacy.

Qualifications

• Three to five years of relevant experience in CRM, lifecycle marketing, customer retention or related fields.
• Bachelor's degree in Marketing, Business Administration, Business Analytics, Communications, Psychology or a related discipline, or equivalent relevant experience.
• Proven ability to independently develop and execute customer engagement or retention strategies.
• Strong understanding of customer journeys, segmentation, CRM campaigns and customer lifecycle management.
• Comfortable working with customer data, analysing performance and translating insights into actionable strategies.
• Strong commercial awareness, with an understanding of how retention initiatives contribute to revenue and profitability.
• Excellent communication, interpersonal and problem-solving skills.
• Strong organisational and project-management abilities.
• Proactive, resourceful and comfortable building new systems and processes with minimal supervision.
• Able to communicate effectively in both English and Bahasa Malaysia.
• Able to work full-time from our office in Cyberjaya.

Responsibilities

• Oversee customer enquiries, consultations and complaints across social media and e-commerce.
• Develop strategies to improve customer satisfaction and engagement.
• Establish customer service guidelines, workflows and escalation procedures.
• Monitor interactions to identify recurring concerns and opportunities for improvement.
• Build relationships that foster trust, loyalty and advocacy.
• Design and implement the CRM strategy and customer journeys.

Skills

CRM strategy

Customer engagement

Data analysis

Communication

Project management

Education

Bachelor's Degree in Marketing, Business Administration, Business Analytics, Communications, Psychology

Tools

CRM platforms

Marketing automation

Loyalty programs

Job description

360 Haircare, a fast-growing Malaysian premium haircare brand, is seeking a Customer Experience & Retention Manager to lead CRM and retention initiatives from the ground up. You will shape strategies, systems and processes to strengthen customer relationships and maximise lifetime value.

You will guide junior team members, develop content initiatives and oversee customer interactions across channels, aiming to boost satisfaction, loyalty and long-term brand advocacy.