Customer Relationship Management Manager - Malaysia, Kuala Lumpur - Alchemy Global Solutions

Description

We are seeking an experienced CRM Manager to lead our customer relationship management efforts. The successful candidate will play a critical role in enhancing our customer engagement and driving our business growth through the strategic use of CRM systems and tools.

Key Responsibilities

• Strategy & Planning: Develop and implement the CRM strategy to support and achieve the company's business objectives.
• Customer Segmentation: Analyse customer data to segment customer bases and define target audiences for tailored marketing initiatives.
• Data Management: Ensure the accuracy, compliance, and management of customer data, while optimising data collection processes.
• Campaign Management: Work closely with the marketing team to design, execute, and track CRM campaigns across various channels.
• Performance Analysis: Monitor CRM metrics to track the effectiveness of campaigns and initiatives, providing actionable insights and recommendations.
• Technology Oversight: Manage the CRM platform, ensuring it meets the company's requirements and is integrated with other relevant systems. Stay updated with the latest CRM technologies and best practices.
• Training & Collaboration: Train and support teams across the company on CRM tool usage and best practices. Collaborate with sales, marketing, and customer support teams to ensure a cohesive customer strategy.
• Customer Journey Mapping: Understand and optimise customer touchpoints and the overall customer journey.
• Budget Management: Oversee the CRM budget, ensuring effective allocation and utilisation of resources.
• Feedback Management: Establish processes to capture, analyse, and act on customer feedback to continually enhance the customer experience.

Key Requirements

• Education: Bachelor's degree in Marketing, Business Administration, or related field.
• Experience: Previous experience in CRM management, preferably in a retail setting.
• Software Proficiency: Proficient in CRM software, preferably Salesforce.
• Project Management: Exceptional project management and organisational skills.
• Team Player: Ability to collaborate cross-functionally and work in a team-oriented environment.
• Communication: Excellent written and verbal communication skills, alongside analytical aptitude

Working Schedule

• Monday to Friday (10AM - 7PM) - Flexible
• Hybrid Schedule (Wednesdays Work From Home)
• Fixed shift
• Full-time, Permanent

Benefits

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass