Manager/Assistant Manager, Customer Experience and Loyalty

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

Manager/Assistant Manager, Customer Experience and Loyalty

Turn every touchpoint into love and repeat purchase. You will run consumer experience across owned channels and build Customer Relations Management(CRM) loyalty that actually feels personal, as outlined in the job duties below:

• Own the end-to-end journey across social DMs, email, WhatsApp/hotline etc
• Lead CRM & lifecycle (welcome, post-purchase, replenishment, win-back) and keep deliverability clean.
• Shape a loyalty program: tiers/benefits, member moments, and test-and-learn improvements.
• Turn Voice of Customer into fixes for PDPs, content, offers, and in-store plays.
• Coach a small team (CX execs/CRM partners); set SLAs, tone, macros/KB, and calm escalations.
• Partner with Brand/Creative, E-commerce, Trade/Retail, and Regulatory to keep journeys on-brand and compliant.

Who We’re Looking For

• 6–9 years of experience in CX, CRM, or Loyalty (FMCG, beauty, retail, or e-commerce preferred)
• Strong CX leadership experience, including queue management, SLA and QA design, escalation frameworks, and knowledge base ownership
• Solid background in CRM and loyalty, covering segmentation, lifecycle journey planning, and deliverability best practices
• Data-driven mindset with hands‑on experience in funnel analysis, A/B testing, and cohort or retention analysis
• Strong copywriting and compliance awareness, ensuring claims‑safe, parent‑friendly communication and PDPA compliance
• Proven stakeholder management skills, able to align cross‑functional teams (GTM, Brand, E-commerce, Trade, Finance) and external partners
• The successful candidate will be responsible for managing both Offspring and Tanamera brands under the company’s FMCG portfolio