Manager – Customer Relation Management - Loyalty

Emart24 Holdings; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Emart24 Holdings in Malaysia seeks an experienced CRM and Digital Marketing leader to develop end-to-end loyalty and engagement strategies for the emart24 app and online platforms. You will build customer journeys, manage campaigns across push, SMS, email, and in-app channels, and collaborate with Brand, Merchandising, Operations, and Digital teams to optimize customer experience and growth.

The role requires at least five years in CRM with two to three years in a managerial capacity, and

Qualifications

• Bachelor's degree in Marketing, CRM, Digital Marketing, E-commerce or Business Analytics.
• Minimum 5 years of relevant working experience, including 2–3 years in a managerial or supervisory role.
• Proven experience in CRM, Loyalty Programme Management, Mobile App/Digital Platforms, E-commerce, Customer Experience, Campaign Management, and Data Analysis & Reporting.
• Experience in Retail, Convenience Store, or F&B industry preferred.

Responsibilities

• Develop and execute end-to-end CRM strategies to drive emart24 app downloads, active users, and customer lifetime value.
• Build segmented customer journeys including onboarding, upsell, retention, and win-back flows.
• Design and deploy campaigns across push notifications, SMS, email, and in-app, using CRM tools and marketing automation platforms.
• Monitor and optimize loyalty point utilization and campaign effectiveness within allocated budgets.
• Partner with Brand, Merchandising, Operations, and Digital teams to ensure campaign relevance and alignment with business goals.
• Lead emart24 app engagement initiatives, including campaign planning, usage growth, and feature promotion.
• Identify and propose UX/UI enhancements that improve customer flow, app stickiness, and conversion rates.
• Manage CRM and app platform vendors, including day-to-day support, upgrades, renewals, and troubleshooting coordination with IT.
• Own the app issue resolution process, escalating technical bugs and ensuring resolution timelines are met.
• Oversee and coordinate online sales operations across all major platforms, including but not limited to Shopee, Lazada, TikTok Shop, GrabMart and Foodpanda.
• Monitor order fulfilment, cancellation rates, and customer ratings across platforms to ensure optimal customer satisfaction and platform compliance.
• Work closely with stakeholders to ensure smooth order processing and timely deliveries.
• Identify areas for improvement in the online customer journey and propose solutions to enhance the overall experience
• Training & Team Development: Train and coach the customer service team on best practices, new tools, and product knowledge.

Skills

Communication & Stakeholder Management

Analytical & Problem-Solving

Leadership & People Management

Strategic Thinking & Business Acumen

Customer-Centric & Commercial Mindset

Education

Bachelor's Degree in Marketing, CRM, Digital Marketing, E-commerce or Business Analytics

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Responsibilities

• Develop and execute end-to-end CRM strategies to drive emart24 app downloads,active users, and customer lifetime value.
• Build segmented customer journeys including onboarding, upsell, retention, and win-back flows.
• Design and deploy campaigns across push notifications, SMS, email, and in-app, usingCRM tools and marketing automation platforms.
• Monitor and optimize loyalty point utilization and campaign effectiveness withinallocated budgets.
• Partner with Brand, Merchandising, Operations, and Digital teams to ensure campaignrelevance and alignment with business goals.
• Lead emart24 app engagement initiatives, including campaign planning, usagegrowth, and feature promotion.
• Identify and propose UX/UI enhancements that improve customer flow, app stickiness, and conversion rates.
• Manage CRM and app platform vendors, including day-to-day support, upgrades,renewals, and troubleshooting coordination with IT.
• Own the app issue resolution process, escalating technical bugs and ensuringresolution timelines are met.
• Oversee and coordinate online sales operations across all major platforms, includingbut not limited to Shopee, Lazada, TikTok Shop, GrabMart and Foodpanda.
• Monitor order fulfilment, cancellation rates, and customer ratings across platforms toensure optimal customer satisfaction and platform compliance.
• Work closely with stakeholders to ensure smooth order processing and timelydeliveries.
• Identify areas for improvement in the online customer journey and propose solutionsto enhance the overall experience

Customer Experience & Online Orders

• Lead, respond and track customer inquiries, complaints, and feedback across allchannels (phone, email, live chat, social media, etc.)
• Develop and enforce customer service SOPs to ensure consistent and professionalservice standards.
• Monitor and resolve service issues related to online orders, refunds, and deliveryexperiences.
• Identify gaps and bottlenecks in the customer journey and propose fixes to improvesatisfaction and loyalty.

Digital Marketing Integration (Support Role)

• Collaborate on digital campaigns that support CRM and app objectives (e.g.performance marketing, remarketing, loyalty reactivation).
• Ensure correct attribution and measurement of campaign impact across digital andCRM channels.

Reporting & Analysis

• Generate weekly and monthly reports on customer complaints, satisfaction levels,resolution times, and platform performance.
• Use data to identify trends, recurring issues, and root causes, and recommendpreventive action.
• Track and report SLA compliance rates and customer satisfaction KPIs.

Training & Team Development

• Train and coach the customer service team on best practices, new tools, and productknowledge.
• Conduct regular performance evaluations and provide feedback and guidance forcontinuous improvement

Qualifications

• Bachelor's Degree with specialization in Marketing, CRM, Digital Marketing, E-commerce or Business Analytics

Skills

• Communication & Stakeholder Management
• Analytical & Problem-Solving
• Leadership & People Management
• Strategic Thinking & Business Acumen
• Customer-Centric & Commercial Mindset

Requirements

• Minimum 5 years of relevant working experience, including at least 2–3 years in a managerial or supervisory role.
• Proven experience in CRM, Loyalty Programme Management, Mobile App/Digital Platforms, E-commerce, Customer Experience, Campaign Management, and Data Analysis & Reporting.
• Experience in the Retail, Convenience Store, or F&B industry is highly preferred.