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

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

Job summary

Sunway Property in Johor is seeking a Senior Executive/Assistant Manager for Customer Relations Management to enhance the customer experience across Jeffrey Cheah Circuit. You will be the primary contact for inquiries, feedback and service requests, and coordinate with internal teams and partners to ensure timely resolutions.

Responsibilities include CRM data management, reporting, and implementation of engagement initiatives to build strong relationships and loyalty among customers, members and

Qualifications

• Bachelor’s Degree in Business, Marketing, Hospitality, Communications, or 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.

Responsibilities

• Serve as a key point of contact for customer enquiries, requests and feedback across channels (website, email, phone, on-site).
• Ensure enquiries are responded to promptly and professionally per service standards.
• Build and maintain relationships to enhance customer satisfaction and loyalty.
• Maintain accurate customer profiles, interaction records, enquiries and feedback in the CRM system.
• Track enquiries, follow-ups and resolutions to ensure proper closure and service recovery.
• Generate reports and insights on customer enquiries, satisfaction and engagement trends.
• Support development and maintenance of customer databases and segmentation for targeted engagement.
• Identify opportunities to improve touchpoints across the customer journey with Operations and other teams.
• Coordinate with Operations, Marketing, Events and external partners on customer-related matters.
• Prepare customer-related reports, presentations and management updates.

Skills

CRM

Customer experience

Data management

Communication

Stakeholder management

Education

Bachelor’s degree in Business/Marketing/Hospitality

Tools

CRM software

MS Office

Data reporting

Job description

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.

BUILDING ENDURING COMMUNITIES

Established in 1974, Sunway Group is one of Malaysia’s largest conglomerates with core interests in real estate, construction, education, healthcare, retail and hospitality, with a unique build-own-operate business model. We are committed to the 17 United Nations Sustainable Development Goals and continue to align our business strategies towards mininising environmental impact, and advancing economic and social progress. With a presence in more than 50 locations primarily in the Asia region, Sunway Group comprises 13 business divisions – real estate, construction, retail, hospitality, leisure, healthcare, education, financial and investment services, trading and manufacturing, building materials, quarrying, Real Estate Investment Trust (REIT) and digital.

In all that we do, we are driven by our core values of Integrity, Humility and Excellence.

BUILDING ENDURING COMMUNITIES

Established in 1974, Sunway Group is one of Malaysia’s largest conglomerates with core interests in real estate, construction, education, healthcare, retail and hospitality, with a unique build-own-operate business model. We are committed to the 17 United Nations Sustainable Development Goals and continue to align our business strategies towards mininising environmental impact, and advancing economic and social progress. With a presence in more than 50 locations primarily in the Asia region, Sunway Group comprises 13 business divisions – real estate, construction, retail, hospitality, leisure, healthcare, education, financial and investment services, trading and manufacturing, building materials, quarrying, Real Estate Investment Trust (REIT) and digital.

In all that we do, we are driven by our core values of Integrity, Humility and Excellence.