Senior Marketing & Customer Engagement Lead

Grandmama's; Petaling Jaya; On-site; MYR 60,000 - 100,000; Full time

Job summary

Grandmama’s, a renowned Malaysian restaurant brand, is seeking a Senior Marketing Executive to lead brand and retail marketing initiatives in Malaysia. You will plan campaigns, manage budgets, and drive customer acquisition across digital channels and in-store touchpoints.

Collaborating with Marketing and Operations, you will optimise loyalty programs, CRM initiatives and events to strengthen brand affinity while delivering measurable ROI.

Qualifications

• 3-5 years’ experience in marketing roles or equivalent relevant roles.
• Degree/Diploma in Marketing, Business, Communications or a related field, or equivalent relevant experience.
• Adequate experience in marketing campaign management, digital marketing (paid social, Google/Meta ads) and ROI tracking.
• Strong understanding of customer retention, engagement, loyalty programs and customer lifecycle strategies.
• Familiar with CRM tools, WhatsApp, Telegram, Email Marketing or other customer communication platforms.
• Analytical thinking and data-driven decision-making, with strong post-campaign analysis capability.
• Strong communication, interpersonal and negotiation skills, with conflict resolution and crisis/escalation management capabilities.
• Creative, proactive and detail-oriented mindset, able to work independently and perform well in a fast-paced environment.
• Able to manage multiple projects and stakeholders and meet deadlines.

Responsibilities

• Lead the planning, execution and post-campaign evaluation of marketing campaigns, managing budgets, timelines and ROI to maximise business results.
• Manage digital campaigns and customer acquisition across social media, paid ads (Google/Meta), KOL/influencer marketing and partnerships.
• Oversee implementation of the marketing strategy across campaigns, events, digital and PR, ensuring brand consistency across all touchpoints (social, in-store, packaging, signage).
• Conduct market research to identify trends, opportunities and customer preferences in target segments.
• Develop and manage the customer loyalty program to drive acquisition and retention.
• Plan and organise community engagement activities and events to strengthen brand affinity.
• Support CRM automation and customer lifecycle initiatives to grow long-term customer value.
• Oversee customer feedback and complaints handling, ensuring timely resolution to improve satisfaction.
• Work closely with the Marketing and Operations teams to execute campaigns and promotions.
• Monitor performance, recommend continuous improvements, and support the Marketing Manager on planning and strategic initiatives.

Skills

Campaign management

Digital marketing

Data-driven decisions

Communication & negotiation

Customer retention & lifecycle

Education

Degree/Diploma in Marketing or related field

Tools

WhatsApp

Telegram

Email Marketing

CRM tools

Job description

Grandmama’s, a renowned Malaysian restaurant brand, is seeking a Senior Marketing Executive to lead brand and retail marketing initiatives in Malaysia. You will plan campaigns, manage budgets, and drive customer acquisition across digital channels and in-store touchpoints.

Collaborating with Marketing and Operations, you will optimise loyalty programs, CRM initiatives and events to strengthen brand affinity while delivering measurable ROI.