Regional CRM Specialist

ZUS COFFEE; Selangor; On-site; MYR 90,000 - 150,000; Full time

Job summary

ZUS COFFEE is seeking a Regional CRM Specialist to support user retention and engagement on the ZUS App across emerging markets. The role involves end-to-end CRM execution, market research, localization needs, and hands-on CDP operations to enable country teams.

You will design CRM-driven campaigns, manage customer journeys, personalize experiences, and generate reports and dashboards to guide growth strategies. Collaboration with cross-functional teams is essential.

Qualifications

• Bachelor's or diploma in marketing or related field.
• 3 years in marketing operations, CRM, or growth roles.
• Hands-on CRM/CDP experience with listed tools.
• Strong analytics and Excel skills.
• Experience in multi-market or app-heavy environments is a plus.

Responsibilities

• Design and implement CRM-driven campaigns, including app push notifications and email marketing (EDM), using marketing tools tailored to new/existing market preferences.
• Execute day-to-day operations on dedicated CDP platforms, including segmentation, customer journeys, journey testing and troubleshooting.
• Utilize CDP capabilities to personalize customer experiences across different channels and implement targeting strategies.
• Generate reports and dashboards to track key metrics related to CDP performance, campaigns, and engagement; provide insights to optimize strategies.
• Provide insight frameworks for new market activation and growth-stage retention to mature market defence, enabling country teams to adopt strategies.
• Assist on promotional offer configuration and deployment.
• Develop and maintain dashboards to track retention and CRM performance metrics.
• Identify opportunities for automation and process improvements to scale marketing efforts.
• Update regular reports on campaign results, user behavior, and growth metrics; liaise between cross-functional teams for smooth CRM/Growth execution.
• Create and manage project timelines, deliverables, and status updates to meet deadlines.
• A/B testing and experimentation: decide what to test and how to implement tests.

Skills

CRM operations

Growth marketing

Data-driven decision making

Analytical thinking

Cross-functional collaboration

Education

Bachelor's degree in marketing or related field

Diploma in marketing or related field

Tools

Salesforce

HubSpot

Zoho

Microsoft Dynamics 365

Insider

CleverTap

Job description

The Regional CRM Specialistis responsible for supporting user retention and engagement on the ZUS App across newly launched or emerging markets through the end-to-end execution of CRM activities. This role plays a key part in new market entry, assisting with market research, localization needs, competitive CRM analysis, and hands-on CDP operations. The role will ensure that CRM activities are properly adapted for each market and executed smoothly during the launch phases. By leveraging broader user intelligence (persona mapping, behavioral attributes, cross-functional data signals), this role is expected to provide insight frameworks to enable country teams across market maturity stages, contributing to competitive intelligence to implement defensive and offensive CRM strategies against competitors.

• Design and implement CRM-driven campaigns, including app push notifications and email marketing (EDM), using marketing tools tailored to new/existing market preferences.
• Execute day-to-day operations on dedicated CDP (customer data platform) platforms, including segmentation, customer journeys, journey testing and troubleshooting.
• Utilize CDP capabilities to personalize customer experiences across different channels. Implement targeting strategies to deliver the right message to the right audience at the right time.
• Generate reports and dashboards to track key metrics related to CDP performance, campaign effectiveness, and customer engagement. Provide insights to optimize marketing strategies.
• As part of regional growth efforts, provide insight frameworks for new market activation to growth-stage retention to mature market defence, equipping country teams to independently adopt strategies.
• Assist on promotional offer configuration and deployment.
• Develop and maintain dashboards to track retention and CRM performance metrics.
• Identify opportunities for automation and process improvements to scale marketing efforts efficiently.
• Update regular reports on campaign results, user behavior, and growth metrics.
• Act as a liaison between cross-functional teams to ensure smooth execution of CRM/Growth activities.
• Create and manage project timelines, deliverables, and status updates to ensure deadlines are met.
• Generate reports and dashboards to track key metrics related to CDP performance, campaign effectiveness, and customer engagement. Provide insights to optimize marketing strategies.
• A/B Testing and Experimentation: Deciding what to test and how to implement those tests.
• Act as a liaison between cross-functional teams to ensure smooth execution of CRM/Growth activities.
• Control of CRM content to pushed via different channels.

Qualifications & Experiences

• Diploma or a bachelor’s degree in marketing or related field
• 3 years of experience in marketing operations, CRM, or growth-related roles.
• Understanding and hands-on experience with CRM & CDP software (e.g., Salesforce, HubSpot, Zoho, Microsoft Dynamics 365, Insider, CleverTap)
• Experience working with analytic tools such as Google Analytics
• Strong analytical skills with the ability to interpret complex data sets and make data-driven decisions.
• High proficiency in Microsoft Excel
• API Knowledge (Sometimes): For more technical roles, understanding APIs (Application Programming Interfaces) can be beneficial for custom integrations.
• Understanding on conversion attributions & app events
• Given bonus if the candidates have experience in working with different markets. (Philippines / Thailand / Indonesia and etc)
• Given bonus if the candidates comes from app-heavy usage company
• Able to work in a fast-paced and dynamic work environment
• Ability to make hyper data-driven decision
• Ability to learn and apply new knowledge fast and effectively.
• Critical thinking and creative.
• Ability to have a structural thinking and documentation skill.