Duties & Responsibilities

  • Responsible to collate, generate and analyze the required member & information in planning/development of the membership retention and loyalty programs.
  • Monitor and analyze churn in order to understand member issues, concerns and expectations to reduce churn, enhance customer experiences and improve their satisfaction levels.
  • Plan, coordinate and execute retention and/or loyalty programs to retain and improve customer relationship.
  • Ensure proper and timely completion/delivery of all point-of-sales and online related collaterals or correspondences prior to execution of the program.
  • Assist in monitoring, generating and preparing the relevant reports to assess the programs& performance.
  • Monitor and report competitive retention and loyalty promotions and activities.
  • Execute membership programs utilizing channels such as SMS, email etc.
  • Respond to incoming calls, emails, social media, live chat and other message from customers and give them the right answers and directions.

Job Requirements

  • Minimum Diploma / Degree in Business, Marketing/Management / CRM.
  • At least 1-3 years working experience in CRM, membership, Loyalty program, customer service.
  • Knowledgeable and skilled in CRM systems and data analytics tools or applications software.
  • Experience in developing and implementing customer promotional programs related to CRM is preferred.
  • Negotiation skills and able to communicate with all levels within the organization.
  • Able to work under pressure, have a positive attitude and quick turnaround time in work deliverables.
  • Good interpersonal skills, good knowledge of customer relations, ability to work in a team.

  Spoken Language:  Malay, English

  Written Language:  Malay, English