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Customer Retention Executive
Job summary
A thriving retail pharmacy in Malaysia seeks a Customer Retention Specialist to develop strategies aimed at boosting customer loyalty and repeat purchases. The ideal candidate should have a diploma or degree in business, possess strong analytical skills, and be proficient in both English and Malay. Responsibilities include monitoring customer accounts and collaborating with marketing teams. This role offers an opportunity to enhance customer experiences and contribute to the company's growth.
Qualifications
- Strong communication and interpersonal skills in English and Malay; Mandarin is a plus.
- Ability to analyze customer data and create actionable insights.
- Empathetic approach and proactive problem-solving.
Responsibilities
- Develop and implement customer retention strategies.
- Monitor purchase history and identify at-risk customers.
- Coordinate with teams for retention campaigns.
Skills
Education
Tools
- Develop and implement customer retention strategies to increase repeat purchases and loyalty.
- Monitor customer accounts, purchase history, and engagement to identify at‑risk customers.
- Coordinate with marketing and sales teams to design retention campaigns, loyalty programs, and personalized offers.
- Handle customer inquiries and feedback with empathy, providing timely solutions to improve satisfaction.
- Track retention KPIs such as churn rate, repeat purchase rate, and customer lifetime value (CLV).
- Prepare reports and insights on customer behavior, retention performance, and improvement opportunities.
- Collaborate with internal teams to ensure a seamless customer journey and consistent service quality.
- Contribute ideas to enhance overall customer experience and strengthen long‑term relationships.
- Diploma or Degree in Business Administration, Marketing, Communications, or a related field.
- Strong communication and interpersonal skills in English and Malay; Mandarin proficiency is an advantage.
- Analytical mindset with ability to interpret customer data and translate insights into actions.
- Proficient in Microsoft Office and Google Workspace; familiarity with CRM tools is an advantage.
- Customer‑focused, empathetic, and proactive in problem‑solving.
- Prior experience in customer service, engagement, or retention roles will be an added advantage.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.