Manager, CRM and Digital Operations

Malaysia Airlines Berhad; Malaysia; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a strategic Manager of CRM and Digital Operations to lead innovative customer engagement initiatives. This pivotal role involves developing and executing CRM strategies, optimizing digital platforms, and leveraging data insights to drive operational efficiency. The ideal candidate will have a strong background in digital marketing and CRM tools, with a passion for enhancing customer experiences. Join a dynamic team to shape the future of digital operations in the airline industry, where your contributions will significantly impact customer loyalty and business growth.

Qualifications

• 5-7 years of experience in marketing with a focus on CRM and digital operations.
• Proven leadership experience in managing CRM tools and digital marketing platforms.

Responsibilities

• Develop and implement CRM strategies to enhance customer acquisition and retention.
• Lead operational management of digital channels including websites and mobile apps.

Skills

CRM Strategy

Digital Marketing

Data Analytics

SEO Optimization

User Experience (UX/UI)

Education

Bachelor's Degree in Marketing

Master's Degree in Marketing

Tools

Adobe

Braze

Content Management Systems (CMS)

Job description

Career Opportunities: Manager, CRM & Digital Operations (21485)

Senior Manager, Digital Marketing & Marketing Planning

Position Summary

Seeking a highly motivated and strategic Manager of CRM and Digital Operations within the Global Marketing team of the Airlines Business to lead our customer relationship management and digital initiatives. This role is pivotal in driving customer engagement, optimizing digital platforms, and leveraging data-driven insights to enhance digital direct conversion rate, customer lifetime value and operational efficiency. This is an exciting opportunity to shape and elevate our CRM and digital operations, driving innovation and customer engagement at the forefront of the industry.

Key Accountability

• CRM Strategy and Execution
• Develop and implement CRM strategies to drive customer acquisition, retention, and loyalty.
• Manage CRM tools and platforms, ensuring seamless integration with marketing automation and analytics systems.
• Oversee customer segmentation, lifecycle management, and personalized communication initiatives in line with business priorities and GTM plan
• Digital Operations
• Lead the operational management of digital channels, including websites, mobile apps, and email marketing platforms, these include but not limited to:
• Implement best practices for SEO, UX/UI, and mobile optimization to enhance platform discoverability and usability.
• Manage content management systems (CMS) to ensure timely updates, consistency, and alignment with brand guidelines and business priorities.
• Collaborate with Digital Solutions / Payments team on the end-to-end operations of digital payment systems, ensuring secure, user-friendly, and compliant transaction processes.
• Collaborate with Digital Solutions, IT, Product, and Marketing teams to optimize user experience, up-to-date content and ensure platform performance
• Monitor and report on digital metrics and KPIs, identifying opportunities for improvement to contribute towards the revenue goals of the online direct channel.
• Data and Analytics
• Leverage data insights to inform strategy and decision-making across CRM and digital operations.
• Develop and maintain dashboards to track campaign performance, user behavior, and conversion metrics.
• Ensure compliance with data protection regulations, best practices and trends
• Collaboration and Stakeholder Management
• Partner with cross-functional teams to align CRM and digital initiatives with broader marketing and business objectives.
• Manage relationships with external vendors, ensuring timely delivery of services and solutions.
• Mentor and develop a team of CRM and digital specialists, fostering a culture of innovation and excellence.
• Ensure continuous learning and adoption of industry best practices within the team

Qualification & Working Experience

• Degree in Marketing, Business Management, or any related field.
• 5-7 years of experience in marketing.

Area of Experience

• Bachelor’s degree in Marketing, Business, IT, or related field. Master’s degree is a plus.
• 5+ years of experience in CRM, digital marketing, or related roles, with proven leadership experience.
• Strong proficiency in CRM or marketing automation tools (e.g., Adobe, Braze etc) and digital marketing platforms.