Responsibilities: To guide and oversee the customer service team to maintain current customers and manage membership interactions (WhatsApp Channels, in - app communications, surveys); manage customer data collection, tracking behaviour and understanding customer needs; plan and execute membership events, surveys and promotions; encourage sign-ups, help achieve outlet's monthly transaction and sales targets; develop and organize loyalty events, special gifts and engagement activities for long-term members; create visual print materials that effectively showcase the membership benefits at each outlets; conduct briefing sessions for outlet staff to ensure they understand the importance of the membership program and can engage customers effectively; assist customer service team in providing high-quality customer experiences; and build a product community (WhatsApp channels), ensuring frequent updates of membership offers and maintaining close collaboration with outlet coordinators.
Bachelor's degree in Marketing, Business, Communications or related fields.
Minimum 2 years working experience in leadership role within marketing, customer service or membership management. Salary RM3.5K and above depending on the qualification and experience.
Proven ability in data analysis, customer engagement and sales optimization.
Knowledge in membership systems, survey tools and event management.
Experience in using WhatsApp channels, customer management tools and CRM systems.
Strong leadership, communication and interpersonal skills.
