Loyalty & CRM Growth Lead for Mobile Apps

MVC Resources

Subang Jaya

On-site

MYR 120,000 - 180,000

Full time

14 days+

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Job summary

MVC Resources is seeking a results-driven CRM Manager in Subang Jaya, Malaysia. You will own customer engagement across mobile apps and digital touchpoints, driving loyalty, adoption, and a unified online-offline experience.

You will build segmented journeys, launch multi-channel campaigns, and optimize ROI while coordinating with cross-functional teams to meet business goals. English proficiency and a strategic mindset are essential.

Qualifications

Bachelor's degree in Marketing, Business, Communications, or related discipline.
4-6 years' experience in CRM, loyalty marketing, or mobile engagement, preferably within retail, convenience, or quick-service sectors.
Hands-on expertise with CRM systems, marketing automation, segmentation, and performance analytics.
Strong data interpretation skills and ability to translate insights into strategy.
Proven record of managing cross-functional projects and stakeholders.
Excellent interpersonal and communication abilities in English.

Responsibilities

Develop and implement comprehensive CRM strategies to grow app downloads, active user base, and customer lifetime value.
Build and manage segmented customer journeys, including onboarding, upselling, retention, and win-back campaigns.
Design and launch campaigns across multiple channels such as push notifications, SMS, email, and in-app messaging.
Monitor and optimise loyalty point redemption and campaign ROI within set budgets.
Collaborate with cross-functional teams to ensure campaigns align with business objectives.
Lead initiatives to drive app usage and promote new features.
Identify and recommend UX/UI improvements to enhance customer flow, stickiness, and conversions.
Manage relationships with CRM and app platform vendors, ensuring system stability, upgrades, and technical support.
Oversee issue resolution processes for app-related bugs and functionality.
Oversee online sales operations across major e-commerce and quick-commerce platforms.
Track fulfilment metrics, cancellation rates, and customer reviews to ensure compliance and satisfaction.
Work with internal teams to streamline order processing and delivery.
Identify opportunities to enhance the online customer experience.
Lead and manage customer inquiries, complaints, and feedback across all communication channels.
Develop and enforce customer service SOPs for consistent service delivery.
Resolve issues related to orders, refunds, and deliveries.
Identify gaps in the customer journey and implement solutions to improve satisfaction and loyalty.
Support digital marketing campaigns that complement CRM and app engagement goals.
Ensure accurate tracking and attribution for campaign performance across CRM and digital channels.
Prepare regular reports on customer feedback, satisfaction levels, resolution times, and platform performance.
Analyse data to identify trends, recurring issues, and areas for improvement.
Track SLA compliance and customer satisfaction KPIs.
Train and mentor customer service teams on best practices, tools, and product knowledge.
Conduct performance evaluations and provide feedback for continuous improvement.