Tomei Consolidated Berhad Hiring! Full Time Senior Executive, Digital Transformation & Customer Experience in WP Kuala Lumpur - Ricebowl

• Bachelor's Degree in Business, Marketing, Digital Transformation, Information Systems, Data Analytics, or a related field. 

• 3–4 years of experience in digital transformation, CRM, customer experience, marketing automation, ecommerce, consulting, project management, or related fields. 

• Hands-on experience with CRM and marketing automation platforms such as GetResponse, CleverTap, HubSpot, Salesforce Marketing Cloud, Klaviyo, Braze, or similar platforms is highly preferred. 

• Strong understanding of customer lifecycle management, retention strategies, and customer engagement best practices. 

• Experience managing multiple projects and stakeholders simultaneously. 

• Strong analytical and problem-solving skills with the ability to interpret data and generate insights. 

• Excellent communication, presentation, and stakeholder management skills. 

• Highly organised, proactive, and able to work independently in a fast-paced environment. 

Preferred Skills 

• Experience in retail, ecommerce, luxury, loyalty, fintech, or consumer-focused industries. 

• Knowledge of customer segmentation, loyalty programmes, and retention marketing strategies. 

• Understanding of automation tools, APIs, and system integrations. 

• Experience with AI-driven customer engagement or productivity tools. 

• Familiarity with customer journey mapping and user experience (UX) principles. 

• Experience using reporting and visualisation tools such as Power BI, Looker Studio, Tableau, or similar platforms. 

• Curiosity and enthusiasm for emerging technologies and digital innovation. 

About the Role

Tomei is one of Malaysia's leading jewellery retailers, operating multiple retail brands alongside a growing fintech business. As we continue our digital transformation journey, we are looking for a driven, analytical, and customer-centric individual to join our Transformation Office. 

This role sits at the intersection of customer experience, digital transformation, automation, and business improvement. You will work across our portfolio of businesses to enhance customer engagement, optimize processes, implement digital initiatives, and drive measurable business outcomes. 

Key Responsibilities 

(1) Customer Experience & CRM Management 

• Manage and optimise customer engagement platforms such as GetResponse, CleverTap, and other CRM and marketing automation tools. 

• Design, build, and continuously improve automated customer journeys across multiple channels, including: WhatsApp / Email / SMS / Push Notifications 

• Develop and optimise lifecycle marketing programmes, including: Welcome journeys /  Abandoned cart recovery / Birthday and anniversary campaigns / Loyalty and retention programmes / Re-engagement campaigns / Post-purchase journeys 

• Segment customer databases and personalise communications based on customer behaviour, demographics, purchase history, and engagement patterns. 

• Monitor customer engagement metrics and identify opportunities to improve conversion, retention, and customer lifetime value. 

• Support the development of customer experience strategies across retail, ecommerce, and fintech touchpoints. 

(2) AI & Automation Initiatives 

• Identify opportunities to leverage AI technologies to improve customer engagement, operational efficiency, and business productivity. 

• Support the implementation of AI-driven customer engagement and automation solutions. 

• Research emerging technologies and recommend innovative solutions relevant to the Group's business objectives. 

• Work with stakeholders to evaluate and prioritise automation opportunities across departments. 

(3) Data, Reporting & Insights 

• Build and maintain reports, dashboards, and performance tracking tools. 

• Analyse customer behaviour, campaign performance, operational metrics, and business KPIs. 

• Translate data into actionable insights and recommendations for management. 

• Track and report on the effectiveness of transformation initiatives and customer engagement programmes. 

• Support management presentations, business reviews, and project reporting. 

• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• EIS
• Annual Bonus
• Medical Insurance
• Performance Bonus
• 5 Working Days