Senior CRM Executive (Retail)

A leading retail brand is hiring a Senior CRM Executive to drive customer engagement and loyalty. You'll shape retention strategies through advanced CRM, email marketing, and automation. Join a collaborative team that values innovation, offers flexible work, and supports your professional growth with cutting-edge tools and a personalised customer approach.

What you'll do:

As a Senior CRM Executive, you will be reponsible to foster deep connections with customers at every stage of their journey. Your day-to-day responsibilities will involve designing impactful email campaigns tailored through precise audience segmentation; optimising automated chat systems for efficient lead capture; refining booking experiences for both consumers and internal teams; collaborating with various departments to align CRM activities with overall business goals; conducting rigorous testing to improve campaign effectiveness; monitoring detailed analytics; and providing insightful recommendations that shape future initiatives. Success in this role means consistently delivering engaging communications that resonate with diverse audiences while driving loyalty programme participation and supporting the company’s mission of helping people see better.

• Develop and implement comprehensive CRM strategies designed to enhance customer loyalty, increase repeat purchases, and maximise lifetime value across both online and offline touchpoints.
• Map out and optimise the entire customer journey by identifying key moments for tailored communication and engagement, ensuring every interaction feels personal and relevant.
• Collaborate closely with cross-functional teams including Branding, Marketing, Sales, Corporate Communications, Operations, and Merchandise to ensure CRM efforts are fully integrated with broader business objectives.
• Design, build, and execute high-performing email campaigns such as drip sequences, newsletters, promotional blasts, and re-engagement initiatives using data-driven segmentation.
• Conduct thorough A/B testing on campaign elements like subject lines, content, calls-to-action, and send times to continuously refine performance metrics.
• Monitor critical email marketing indicators such as deliverability rates, open rates, click-through rates, conversions, and unsubscribes to proactively adjust strategies for optimal results.
• Work alongside vendor partners to configure and optimise chatbot flows that efficiently capture leads, address frequently asked questions, and provide initial support.
• Oversee the integration of chatbots with email marketing and CRM systems to automate responses, qualify leads effectively, and ensure smooth handoffs for customer service needs.
• Manage the synchronisation between Email Direct Marketing systems, CRM platforms, and appointment scheduling tools to streamline booking processes for customers and frontline staff alike.
• Track key performance indicators across all campaigns and systems; analyse data trends; generate actionable insights; and recommend improvements that drive measurable business outcomes.

What you bring:

To excel in this role, you should have relevant CRM programmes within fast-moving retail or e-commerce environments. Your technical proficiency spans major CRM platforms as well as advanced email marketing automation tools—enabling you to design segmented campaigns that speak directly to individual preferences. You bring an analytical approach grounded in data interpretation skills honed through regular use of reporting software like Google Analytics. Your communication style is clear yet empathetic—capable of translating complex concepts into accessible language for colleagues across departments. Multilingual abilities further enhance your capacity to connect with Malaysia’s diverse consumer base. Above all else, your enthusiasm for nurturing long-term relationships shines through every project you undertake—making you an invaluable asset in any team committed to delivering world-class customer care.

• Relevant experience in CRM management or related roles within retail (optical, fashion, beauty) or e-commerce sectors is essential for success in this position.
• A bachelor’s degree in Marketing, Business Administration, Communications or a closely related field provides the foundational knowledge required for this role.
• Demonstrated hands-on expertise with leading CRM platforms enables you to manage complex workflows confidently.
• Proven ability in designing effective email marketing campaigns using automation tools ensures you can deliver highly targeted communications at scale.
• Experience conducting A/B testing on various campaign elements allows you to optimise messaging based on real-world data insights.
• Familiarity with chatbot configuration platforms and integration methodologies empowers you to create seamless automated interactions for customers.
• Advanced analytical skills are necessary for interpreting complex datasets using tools such as Google Analytics or CRM reporting suites.

What sets this company apart:

This employer is one of Malaysia’s most respected retail brands, known for its personalised service and innovative use of technology. The culture encourages open collaboration, values contributions at all levels, and supports professional growth through ongoing training and strong leadership. With rapid expansion and an inclusive environment, the company offers meaningful career progression for individuals passionate about making a positive impact.

What's next:

If you are ready to take your expertise in customer relationship management to new heights within an inspiring environment dedicated to excellence—this is your moment!

Apply today by clicking on the link provided—your next rewarding career move awaits.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C