CRM & CX Executive
Job Summary
The CRM & Customer Experience Executive will manage membership databases, develop engagement campaigns, and oversee customer service operations. This role focuses on enhancing brand loyalty, tracking campaign performance, and improving the overall customer journey across retail and digital channels. You will collaborate closely with marketing and retail teams to ensure high standards of customer satisfaction and effective issue resolution.
Responsibilities
- Manage CRM database and member profiles
- Execute multi-channel engagement campaigns
- Monitor and improve customer experience standards
- Resolve customer complaints and service issues
- Generate CRM and customer activity reports
Required Skills
- Minimum 1-3 years CRM/Retail experience
- Proficient in Excel and CRM tools
- Strong communication and writing skills
- Service-oriented and detail-oriented
- Ability to work in fast-paced retail environments
Job Details
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.
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.