Customer Experience Executive: Luxury Tea & CRM

TWG Tea Company; Singapore; On-site; SGD 48,000 - 68,000; Full time

Job summary

TWG Tea in Singapore is seeking a CRM Specialist to manage customer interactions across channels, analyze data, and drive loyalty programs. The role requires bilingual English and Chinese communication, experience with CRM platforms and marketing automation, and collaboration with internal teams to resolve issues.

You will maintain data accuracy in CRM, execute lifecycle campaigns, and support customer journeys from acquisition to retention, helping to elevate the MyTWG program and overall

Qualifications

• Diploma or Degree in Marketing, Business, Communications or related discipline.
• Experience with CRM platforms or marketing automation is a plus.
• Strong analytical and data interpretation skills.
• Excellent presentation and bilingual English/Chinese communication.

Responsibilities

• Manage day-to-day customer interactions across all channels with timely, professional responses.
• Identify customer needs and coordinate with internal teams to resolve escalated issues.
• Monitor feedback and build strong relationships to improve loyalty and satisfaction.
• Maintain CRM data accuracy and update customer information regularly.
• Implement lifecycle activities including acquisition, onboarding, engagement, reactivation and retention.
• Segment customers and execute automated journeys across email, SMS, WhatsApp, website and events.
• Promote MyTWG membership programme and share knowledge with HQ and global teams.
• Train partners and stakeholders to maximise CRM efficiency through targeted processes.
• Perform end-to-end testing on platforms to ensure integrations work seamlessly.
• Prepare reports on feedback, CRM activities and customer trends; analyze campaign performance.

Skills

CRM experience

Marketing automation

Analytical skills

Communication skills

English & Chinese

Education

Diploma or degree in Marketing/Business/Communications

Tools

CRM platforms

MS Office

Google Workspace

Job description

TWG Tea in Singapore is seeking a CRM Specialist to manage customer interactions across channels, analyze data, and drive loyalty programs. The role requires bilingual English and Chinese communication, experience with CRM platforms and marketing automation, and collaboration with internal teams to resolve issues.

You will maintain data accuracy in CRM, execute lifecycle campaigns, and support customer journeys from acquisition to retention, helping to elevate the MyTWG program and overall