CRM, Assistant Manager
Robert Walters
- Kuala Lumpur
- RM 84,000-86,400 per year
- Permanent
- Full-time
In this business critical role you will be responsible for managing and optimising the customer relationship management system and processes within an organisation. Their primary goal is to improve customer interactions, enhance customer satisfaction, and drive business growth.Key Responsibilities:CRM System Management: Administer and maintain the CRM software, ensuring data accuracy, system functionality, and user accessData Management: Oversee the collection, organisation, and analysis of customer data to gain insights and support data-driven decision-makingCustomer Segmentation: Segment the customer database based on various criteria such as demographics, behaviour, and purchase history to tailor marketing and communication effortsEmail Marketing: Create and execute email marketing campaigns, newsletters, and personalised communications to engage and retain customersCustomer Analytics: Utilise CRM data and analytics tools to monitor customer behaviour, preferences, and trends, enabling the development of targeted marketing strategiesCustomer Support: Collaborate with customer support teams to ensure that customer inquiries and concerns are addressed promptly and effectivelyReporting: Generate and analyse CRM reports to evaluate the effectiveness of marketing campaigns, customer engagement, and overall CRM performanceTraining and User Adoption: Provide training and support to ensure that employees across different departments are effectively using the CRM systemIntegration: Work on integrating CRM data with other systems and platforms, such as sales, marketing automation, and e-commerce toolsCompliance: Ensure compliance with data protection and privacy regulations (e.g., GDPR) when handling customer dataTo succeed in the CRM Executive (retail) job, you will need to have the ability to work effectively and co-operatively with senior business development teams, across borders and internal matrix.Key Requirements:
- Preferable bachelor's degree or diploma in Business, Marketing, Communications, or a related field
- Two to four years of experience in a customer-focused role, preferably in CRM, customer support, or sales
- Familiarity with CRM software and tools
- Good in verbal and written communication skills in English and potentially other languages, depending on the clientele
- Ability to effectively communicate with clients and internal teams
- Have a good interpersonal skills to build and maintain relationships with clients and colleagues
- Empathy and the ability to understand and address client needs
- Basic data analysis skills to interpret customer trends and feedback is preferred
- Ability to handle customer issues and find effective solutions
- Quick thinking and adaptability in dynamic situations
- Ability to work collaboratively with cross-functional teams to achieve common goals