全职 Premium Client Relations Manager 工作, 薪水 up to MYR 15,000, Asiawynn Solution WP Kuala Lumpur 公司招聘中 - Ricebowl

Minimum 6+ years of experiencein customer retention, VIP customer service, customer success management, or related fields, with at least5 -6 years of team management experience.

Strong data analysis skills, with the ability to use CRM systems and reporting tools to evaluate customer behavior and retention performance.

Strong problem-solving, conflict resolution, and customer escalation management skills, with the ability to handle sensitive requests from high-value customers professionally and effectively.

Excellent leadership and team management skills, able to motivate the team to achieve KPI targets.

Strong communication and negotiation skills, able to communicate effectively across different levels (customers, team, management).

Familiar with SOP development, compliance requirements, and service quality standards.

Able to remain efficient and composed in a fast-paced, high-pressure environment.

High level of integrity, professionalism, and confidentiality.

Fluent in Mandarin (spoken and written).

Proficient in English and Bahasa Malaysia.

Strong understanding of customer lifecycle management and customer journey optimization.

Experience with CRM platforms is an advantage.

Develop, implement, and continuously optimize VIP customer retention strategies to enhance customer satisfaction, engagement, and long-term loyalty.

Lead and manage the VIP Retention team, assigning tasks, setting goals, and monitoring team performance.

Analyze customer behavior data to identify at-risk customers and develop targeted retention plans.

Build and maintain long-term relationships with VIP customers through personalized engagement, tailored service, and value-added experiences.

Design and drive VIP loyalty programs, exclusive events, and reward initiatives.

Handle major complaints and sensitive issues from VIP customers, ensuring prompt and effective resolution.

Monitor and report on key performance indicators (KPIs), including customer retention, engagement, churn, customer satisfaction (CSAT), customer lifetime value (CLV/LTV), and campaign effectiveness.

Collaborate with Operations, Marketing, Product, and Data Analytics teams to optimize the VIP customer journey and experience.

Provide regular reports to management on VIP retention performance and market trends, with recommendations for improvement.

Develop, review, and continuously improve VIP service SOPs to ensure operational consistency, service quality, and compliance.

Lead team meetings, training sessions, and performance evaluations to strengthen team capability.

Participate in budget planning and resource allocation for VIP retention initiatives and projects.

Stay informed of customer engagement trends, industry best practices, and competitor retention initiatives to continuously improve VIP programs.