Job Description

 CRM & Membership Program

• Manage customer membership database and member profiles.
• Support member recruitment in stores, events, pop-ups, and online channels.
• Plan member benefits, birthday rewards, welcome vouchers, repeat purchase rewards, and VIP customer

programs.

• Monitor member sign-ups, repeat purchase rate, and customer engagement.
• Work with stores to improve member recruitment and customer data collection.
  

Customer Engagement & Campaigns

• Plan customer engagement campaigns through WhatsApp, email, SMS, social media, and in-store communication channels.
• Support campaigns including birthday rewards, festive greetings, new arrival updates, member-exclusive offers, and VIP previews.
• Work closely with Marketing Team to prepare customer communication materials and campaign messages.
• Track campaign response rates, redemption performance, and sales contribution.
• Support customer engagement strategies to improve repeat purchase and brand loyalty.
  

Customer Experience Improvement

• Monitor customer feedback from retail stores, online platforms, social media channels, and customer service touchpoints.
• Identify common customer issues and recommend improvement plans.
• Work with Retail Operations Team to improve customer service standards and store experience.
• Support customer journey improvements from store visit to purchase, after-sales support, and repeat purchase experience.
• Assist in improving customer satisfaction, loyalty, and brand trust.
  

Customer Service & Complaint Handling

• Support customer enquiries, complaints, product issues, exchanges, and service recovery.
• Coordinate with stores, warehouse, e-commerce, and internal teams to solve customer issues.
• Maintain proper records of customer cases and follow-up actions.
• Ensure customers receive clear and polite responses within the expected timeline.

Data & Reporting

Prepare simple CRM and customer reports, including:

• Member sign-ups
• Repeat purchase
• Campaign redemption
• Customer feedback
• Complaint cases
• Customer service response time
• VIP customer activity

Job Requirements

• Minimum Diploma or Bachelor’s Degree in Marketing, Business Administration, Customer Relationship Management, Retail Management, Communications, or related field.
• Minimum 1 – 3 years of working experience in CRM, customer service, retail marketing, customer experience, e-commerce support, or membership program management.
• Good communication and customer handling skills
• Able to write simple, clear, and professional customer communication messages.
• Comfortable using Microsoft Excel, Google Sheets, CRM tools, POS customer databases, email marketing platforms, or WhatsApp Business.
• Organized, patient, service-oriented, and detail-oriented.
• Able to work closely with retail stores, marketing team, e-commerce team, and warehouse team.
• Able to work in a fast-moving retail and event environment.
• Interested in IP brands, character merchandise, lifestyle products, and customer engagement.

Work Availibility Location : Penang & Selangor

Skills