Senior Executive/ Assistant Manager - Customer Relations Management (Johor)

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

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.

Senior Executive/ Assistant Manager - Customer Relations Management (Johor)

Job Title: Senior Executive – Customer Relations Management

Location: Sunway City Iskandar Puteri, Johor

Department: Customer Relations Management

Reports To: Assistant General Manager

Role Summary

Responsible for managing and enhancing the customer experience across the Jeffrey Cheah Circuit, ensuring that customers receive timely, professional and seamless engagement throughout their journey.

The role will serve as a key point of contact for customer enquiries, feedback and service requests, while maintaining accurate customer records and coordinating with internal teams and external partners to ensure effective resolution. Support the development and implementation of customer relationship management processes, service standards and engagement initiatives to build strong and lasting customer relationships.

Key Responsibilities

1. Customer Relations & Experience

Serve as a key point of contact for customer enquiries, requests and feedback across various channels, including website, email, phone and on-site interactions.

Ensure enquiries are responded to promptly, professionally and in accordance with established service standards.

Build and maintain positive relationships with customers, members and stakeholders to enhance overall customer satisfaction.

Proactively follow up with customers to ensure enquiries and service issues are effectively resolved.

Handle customer concerns and complaints professionally, coordinating with relevant teams to facilitate timely resolution and appropriate service recovery.

2. CRM & Customer Data Management

Maintain accurate and up-to-date customer profiles, interaction records, enquiries and feedback within the CRM system.

Track customer enquiries, follow-ups, resolutions and service recovery actions to ensure proper closure.

Generate regular reports and insights on customer enquiries, satisfaction, feedback and engagement trends.

Support the development and maintenance of customer databases and segmentation to enable more targeted customer engagement.

3. Customer Journey & Service Standards

Support the development and continuous improvement of customer journey processes, service standards, FAQs and enquiry-handling guidelines.

Identify opportunities to improve touchpoints across the customer journey, from initial enquiry through to post-experience engagement.

Work closely with Operations and other relevant teams to ensure consistent service delivery across customer touchpoints.

Gather customer feedback and translate insights into actionable recommendations for service and operational improvements.

Support the implementation of customer satisfaction surveys and other feedback mechanisms.

4. Stakeholder & Cross-Functional Coordination

Coordinate with Operations, Marketing, Events and other internal teams to address customer requirements and ensure seamless service delivery.

Liaise with external vendors, partners and service providers on customer-related matters where required.

Support the coordination of customer-facing activities, events and special engagements.

Prepare customer-related reports, presentations and management updates as required.

Support the planning and execution of customer engagement initiatives to strengthen customer loyalty and retention.

Assist in developing customer communications, campaigns and engagement materials in collaboration with the Marketing team.

Monitor customer engagement activities and provide recommendations to improve participation and experience.

Support initiatives to build a strong customer community and enhance the overall brand experience of the Jeffrey Cheah Circuit.

Strong customer service and relationship management skills.

Excellent communication and interpersonal skills.

Strong coordination and stakeholder management abilities.

Customer-centric mindset with a strong focus on service excellence.

Good analytical and problem-solving skills.

Detail-oriented with strong follow-up and organisational skills.

Ability to manage multiple priorities in a fast-paced environment.

Proficiency in CRM systems, Microsoft Office and data reporting tools.

Experience in automotive, hospitality, lifestyle, events or premium customer service environments will be an advantage.

Qualifications & Experience

Bachelor’s Degree in Business, Marketing, Hospitality, Communications, or a related discipline.

Minimum 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.

Experience with CRM systems and customer data management.