Senior CRM & Customer Experience Lead

Sunway Berhad; Iskandar Puteri; On-site; MYR 60,000 - 90,000; Full time

Job summary

Sunway Berhad's Senior Executive – Customer Relations Management in Johor leads initiatives to enhance the customer experience across the Jeffrey Cheah Circuit. You will be the main touchpoint for inquiries and feedback, coordinating with internal teams to resolve issues promptly and maintain high service standards.

The role encompasses CRM data management, reporting, and ongoing development of customer engagement processes, ensuring consistent service delivery and strong customer relationships

Qualifications

• Bachelor’s Degree in Business, Marketing, Hospitality, Communications, or a related discipline.
• 3–5 years of relevant experience in customer relations, customer experience, hospitality, automotive, lifestyle or service-related industries.
• Strong communication, interpersonal and problem-solving skills with a customer-centric mindset.

Responsibilities

• Serve as a key point of contact for customer enquiries, requests and feedback across channels (website, email, phone, on-site).
• Maintain accurate customer profiles and interaction records in the CRM system; track follow-ups and resolutions.
• Generate reports and insights on customer enquiries, satisfaction, feedback and engagement trends.
• Support development and maintenance of customer databases and segmentation for targeted engagement.
• Develop and continuously improve customer journey processes, service standards and FAQs.

Skills

Customer service

Relationship management

Communication skills

Analytical skills

Organisational skills

Multitasking

Education

Bachelor's Degree in Business

Tools

CRM systems

Job description

Sunway Berhad's Senior Executive – Customer Relations Management in Johor leads initiatives to enhance the customer experience across the Jeffrey Cheah Circuit. You will be the main touchpoint for inquiries and feedback, coordinating with internal teams to resolve issues promptly and maintain high service standards.

The role encompasses CRM data management, reporting, and ongoing development of customer engagement processes, ensuring consistent service delivery and strong customer relationships