Are you looking to be part of a growing team and lead the charge in transforming customer engagement through data-driven strategies and innovative app experiences If you&aposre passionate about l oyalty marketing, digital platforms, and creating seamless customer journeys , this is your opportunity to make a real impact in a fast-growing retail environment. Key Responsibilities CRM Strategy & Lifecycle Management Develop and execute CRM strategies to boost app downloads and customer lifetime value. Create segmented customer journeys (onboarding, upsell, retention, win-back). Manage campaigns via push notifications, SMS, email, and in-app channels. Monitor loyalty point usage and campaign performance. Collaborate with internal teams to align campaigns with business goals. App Engagement & Platform Management Drive app engagement and feature promotion. Recommend UX/UI improvements for better customer experience. Manage CRM and app platform vendors and technical issue resolution. Online Sales & Platform Management Oversee online sales across platforms (Shopee, Lazada, TikTok Shop, GrabMart, Foodpanda). Ensure smooth order processing and customer satisfaction. Identify and improve gaps in the online customer journey. Customer Experience & Online Orders Handle customer inquiries and complaints across all channels. Develop SOPs for consistent service standards. Resolve issues related to online orders, refunds, and deliveries. Digital Marketing Integration (Support Role) Support digital campaigns aligned with CRM and app goals. Ensure accurate campaign attribution and performance tracking. Reporting & Analysis Produce regular reports on customer service and platform performance. Analyze data to identify trends and recommend improvements. Track SLA compliance and customer satisfaction KPIs. Training & Team Development Train and coach customer service teams. Conduct performance evaluations and support continuous improvement. Key Requirements Bachelor's degree in Business, Communications, Marketing, or related field. 4-6 years of experience in CRM, loyalty marketing, or app engagement (preferably in retail/QSR). Proficiency in CRM platforms, mobile marketing, data segmentation, and analytics. Strong analytical and project management skills. Excellent communication and stakeholder management abilities. Fluency in English and Bahasa Malaysia. This opportunity is available to individuals authorized to work in Malaysia. If you wish to send a direct message kindly send an email to [HIDDEN TEXT] We have exciting career opportunities to share. Talk to us! Find us here at: https://www.thepositivelinks.com/ Find more jobs at: https://jobs.thepositivelinks.com/jobs Show more Show less