Membership Retention & CRM Specialist

Eu Yan Sang (1959) Sdn Bhd; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Eu Yan Sang (Malaysia) group of companies is seeking a proactive member of the Customer Service & Loyalty team to plan, execute, and analyze membership retention and loyalty programs across multiple channels. The role covers membership operations, data reporting, and cross-functional collaboration with Marketing, Retail Ops, eCommerce, and CS teams.

The ideal candidate has a Diploma/ Degree in business or related fields, 2+ years in customer service or membership roles, and strong

Qualifications

• Minimum Diploma or Degree in Business Administration, Marketing, Customer Service, Communications, or related disciplines.
• Min 2 years of experience in Customer Service, Membership, Loyalty Program, CRM Operations, Call Centre, Retail Customer Experience, or related functions.
• Experience handling customer enquiries, complaints, and membership-related matters.
• Familiarity with CRM systems, customer databases, or membership platforms is an advantage.
• Good communication and interpersonal skills with a customer-centric mindset.
• Proficient in Microsoft Excel and basic reporting.
• Literate in English, Mandarin, and Malay due to business operations, CRM, reporting, and documentation requirements.

Responsibilities

• Responsible for planning, executing, and analyzing membership retention and loyalty programs to enhance customer satisfaction, reduce churn, and strengthen member relationships across multiple channels.
• Manage day-to-day membership operations, including member account maintenance, points enquiries, rewards redemption, and membership-related support.
• Support the execution of membership retention, loyalty, and customer engagement programs to enhance member satisfaction and loyalty.
• Assist in preparing member data, reports, and customer insights to support membership and loyalty initiatives.
• Handle customer enquiries, feedback, complaints, and service recovery in a professional and timely manner across various communication channels.
• Monitor customer feedback, service issues, and membership trends, and recommend improvements to enhance customer experience.
• Coordinate and execute membership communications through various channels, including Email, SMS, WhatsApp, and other customer engagement platforms.
• Ensure timely and accurate preparation and delivery of membership-related communications, promotional materials, and campaign collaterals.
• Work closely with Marketing, Retail Operations, eCommerce, and Customer Service teams to support membership campaigns and customer engagement activities.
• Assist in monitoring and reporting competitor membership and loyalty program activities.
• Maintain accurate membership records and ensure data integrity within CRM systems.
• Generate and prepare regular reports on membership activities, customer enquiries, and campaign performance.
• Undertake any other duties and responsibilities as assigned by management.

Skills

Customer service

Membership

CRM operations

Communication

Interpersonal skills

Excel

Education

Diploma or Degree in Business Administration, Marketing, Customer Service, Communications

Tools

CRM systems

Job description

Eu Yan Sang (Malaysia) group of companies is seeking a proactive member of the Customer Service & Loyalty team to plan, execute, and analyze membership retention and loyalty programs across multiple channels. The role covers membership operations, data reporting, and cross-functional collaboration with Marketing, Retail Ops, eCommerce, and CS teams.

The ideal candidate has a Diploma/ Degree in business or related fields, 2+ years in customer service or membership roles, and strong