CL Trillion Sdn.Bhd. Hiring! Full Time Senior CRM and CS Executive in Selangor - Ricebowl

Job Overview

Are you curious about why customers buy, why they stop buying, and what makes them return?

We are looking for a Senior CRM & Customer Service Executive who can turn customer data and insights into practical CRM strategies that improve retention, repeat purchases, loyalty, and overall customer experience.

This is not a role that simply executes existing campaigns or follows step-by-step instructions.

You will have the opportunity to take ownership of CRM initiatives, improve customer journeys, develop customer segmentation and loyalty strategies, test new ideas, measure results, and help shape how we build long-term relationships with our customers.

You will also support and improve our existing Customer Service operations to ensure a stronger and more consistent customer experience.

What You Will Own

1. CRM, Retention & Customer Loyalty

• Analyse customer behaviour to identify retention opportunities, churn risks, and repeat purchase patterns.
• Segment customers based on purchase behaviour, value, engagement, and customer lifecycle stage.
• Develop CRM journeys and engagement strategies for new, repeat, inactive, at-risk, loyal, and VIP customers.
• Plan and execute loyalty campaigns, repurchase reminders, reactivation activities, personalised offers, rewards, and VIP engagement initiatives.
• Improve customer journeys to encourage first-time buyers to become repeat and loyal customers.
• Work closely with Marketing, E-commerce, and Live Sales teams to activate CRM strategies across different customer touchpoints.

2. CRM Data & Performance

• Track key CRM metrics such as retention rate, churn rate, repeat purchase rate, reactivation rate, campaign conversion, customer engagement, and CRM-driven revenue.
• Manage and maintain customer databases to ensure customer information is properly organised, segmented, and utilised.
• Analyse customer performance across different sales channels, including E-commerce, Live Commerce, and offline touchpoints.
• Turn customer data and campaign results into practical recommendations and improvement actions.
• Continuously test, measure, and optimise CRM initiatives based on performance.

3. Customer Service Improvement

• Guide and support the existing Customer Service team in daily operations.
• Review current Customer Service workflows and identify areas for improvement.
• Improve the handling of customer enquiries, complaints, order issues, delivery matters, and after-sales cases.
• Establish clearer response standards, follow-up procedures, and escalation processes.
• Identify recurring customer issues and recommend practical solutions.
• Work closely with Warehouse, E-commerce, Live Sales, Marketing, and other departments when necessary.

4. Website & Customer Conversion

• Manage and update website content, product listings, promotions, and customer-facing information.
• Improve product titles, descriptions, images, and presentation to support better customer understanding and conversion.
• Create basic product visuals and campaign materials using Canva, PowerPoint, or similar tools.
• Ensure consistent product information across website, Customer Service, Live Commerce, and CRM communication channels.

What We Are Looking For

Must-Have

• At least 3 years of relevant experience in CRM, Customer Retention, Loyalty, Lifecycle Marketing, Customer Experience, E-commerce, or a related role.
• Strong understanding of customer segmentation, retention, churn, repeat purchase, customer lifecycle, and loyalty.
• Comfortable analysing customer data and translating insights into practical CRM actions.
• Able to independently plan, execute, measure, and improve CRM initiatives.
• Strong problem-solving skills and the ability to identify gaps and recommend improvements.
• Good cross-functional communication and coordination skills.
• Diploma or Degree in Marketing, Business Administration, E-commerce, Communications, or a related field.

Added Advantages

• Experience planning loyalty programmes, VIP activities, customer rewards, or reactivation campaigns.
• Experience guiding or supporting a Customer Service team.
• Experience in E-commerce, Website Management, Retail, or Live Commerce.
• Familiarity with AI tools for research, analysis, content creation, and workflow improvement.
• Basic Canva or PowerPoint skills.

Why Join This Role

• Take ownership of CRM initiatives and help shape how we manage customer retention, loyalty, and customer lifecycle.
• Work with real customer data across online, offline, E-commerce, Live Commerce, and Customer Service channels.
• Build and improve CRM journeys, segmentation, loyalty programmes, and retention strategies rather than simply maintaining existing campaigns.
• Work closely with Marketing, E-commerce, Live Sales, Customer Service, and other teams to create a more connected customer experience.
• Have the opportunity to test new ideas, measure their impact, and directly contribute to repeat purchases and long-term customer value.

The Person We Are Looking For

You are someone who is curious about why customers buy, why they stop buying, and what makes them return.

You should be comfortable working with both customers and data, and able to move from insight to action.

You are not someone who waits for every next step to be assigned.

You should be able to analyse, plan, execute, measure, and improve.

About the Business

We are an established importer and distributor with a growing presence across online and offline channels, including E-commerce, Live Commerce, retail, and customer service.

CRM plays an important role in helping us strengthen customer relationships, improve repeat purchases, and build long-term customer value.

Pay: RM54,000.00 - RM70,000.00 per year

Benefits:

• Additional leave
• Dental insurance
• Free parking
• Opportunities for promotion

Work Location: In person