Job Description

About the Role

We are hiring a CRM Manager to lead retention strategy and grow long-term value for high-value customers.

You will lead customer retention and revenue growth through lifecycle campaigns, customer insights, and team performance.

This role focuses on engagement optimisation and scaling successful CRM formulas across teams.

Key Responsibilities

• Build strong customer relationships through personalised communication and retention campaigns
• Leverage AI tools to analyse customer behaviour and optimise CRM workflows
• Train and develop the CRM team, improving execution quality and performance
• Coordinate campaign delivery with Product, Tech, Design, VIP and Marketing teams
• Foster a knowledge-sharing culture

What This Role Offers

• Own customer engagement strategy with direct revenue influence
• Freedom to test and optimise lifecycle campaigns
• Visibility to leadership through performance outcomes
• Opportunity to scale successful CRM playbooks into new markets and teams

Job Requirements

Work mode: On-site

Employment type: Permanent, Full-time

Language: English, Mandarin & Malay

Must Have

• 2+ years managerial experience in CRM, Account Management, Luxury Customer Service or Telesales
• Fluent English, Mandarin, & Malay (spoken, written, reading)
• Strong analytical sense for retention and lifecycle behaviour
• Customer-focused, outcome-driven, adaptable
• Able to turn strategy into execution

Nice to Have

• Experience scaling CRM playbooks into new teams or markets
• Familiar with lifecycle or retention platforms
• Strong campaign optimisation track record

Skills