全职 Customer Success Manager 工作, 薪水 up to MYR 10,000, MAE Global Selangor 公司招聘中 - Ricebowl

Must-Have Requirements

• ⁠ ⁠Minimum 4–5 years of experience in CRM, lifecycle marketing, retention marketing, or customer loyalty.

• ⁠ ⁠Proven track record of increasing repeat purchases, customer retention, or CRM-driven revenue.

• ⁠ ⁠Hands-on experience with CRM platforms and marketing automation tools.

• ⁠ ⁠Strong customer segmentation and data analysis capabilities.

• ⁠ ⁠Experience designing automated customer journeys and retention campaigns.

• ⁠ ⁠Commercial mindset with the ability to connect CRM activities to business revenue.

• ⁠ ⁠Strong project management and cross-functional collaboration skills.

Nice-to-Have

• ⁠ ⁠Experience in e-commerce, DTC brands, beauty, wellness, or consumer products.

• ⁠ ⁠Experience managing large customer databases and loyalty programs.

• ⁠ ⁠Familiarity with WhatsApp automation, Shopify, Klaviyo, HubSpot, Salesforce, or similar platforms.

• ⁠ ⁠Experience with AI-powered CRM tools and customer analytics.

Key Success Metrics

• ⁠ ⁠Repeat purchase rate

• ⁠ ⁠Customer retention rate

• ⁠ ⁠Customer lifetime value (LTV)

• ⁠ ⁠Customer reactivation rate

• ⁠ ⁠CRM-attributed repeat revenue

• ⁠ ⁠Membership engagement and tier upgrades

• ⁠ ⁠Campaign conversion and profitability

1.⁠ ⁠Customer Retention & Repeat Purchase

• ⁠ ⁠Develop strategies to increase customer repeat purchase rates and purchase frequency.

• ⁠ ⁠Create automated customer journeys for onboarding, replenishment, cross-selling, upselling, and win-back campaigns.

• ⁠ ⁠Identify inactive customers and implement reactivation strategies.

• ⁠ ⁠Build retention campaigns that generate measurable repeat revenue.

2.⁠ ⁠Membership & Loyalty Growth

• ⁠ ⁠Manage and optimize the company’s membership and loyalty programs.

• ⁠ ⁠Develop strategies to increase member engagement, tier upgrades, and loyalty participation.

• ⁠ ⁠Improve customer lifetime value through personalized offers and rewards.

• ⁠ ⁠Create customer segmentation strategies based on purchase behavior and customer value.

3.⁠ ⁠CRM Campaigns & Marketing Automation

• ⁠ ⁠Plan and execute WhatsApp, email, SMS, and other customer lifecycle campaigns.

• ⁠ ⁠Build automated customer communication flows using CRM and marketing automation platforms.

• ⁠ ⁠Optimize campaign performance through segmentation, personalization, and A/B testing.

• ⁠ ⁠Work with internal teams to improve customer experience and conversion.

4.⁠ ⁠Customer Data & Revenue Analytics

• ⁠ ⁠Analyze customer purchase behavior, repeat purchase rates, retention, and customer lifetime value.

• ⁠ ⁠Build CRM dashboards and performance reports.

• ⁠ ⁠Identify revenue opportunities from existing customer segments.

• ⁠ ⁠Measure incremental revenue and campaign profitability.

5.⁠ ⁠Cross-Functional Collaboration

• ⁠ ⁠Work closely with Marketing, Sales, Customer Service, and Product teams.

• ⁠ ⁠Support customer database integration and data quality improvements.

• ⁠ ⁠Coordinate CRM strategies across direct customers, members, and agent-assisted customer journeys.

• ⁠ ⁠Support the implementation of AI-powered CRM and customer automation.

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