Summary:
The Senior Manager Client Success is pivotal in driving customer engagement and retention by developing, implementing, and optimizing global Customer Experience and CRM strategies aimed at delivering customer excellence. Responsibilities include maintaining and refining automated marketing workflows, segmenting the customer database, and delivering personalized communications. The primary focus is on boosting customer lifetime value through targeted campaigns and managing the loyalty program, while also overseeing key subscription metrics to ensure sustained success.
Key Responsibilities:
1. Customer Service

• Answer CS questions to be at the forefront of Customers’ problems and needs, identifying problems, bottlenecks and opportunities.

2. CRM Management & Strategy

• Oversee omnichannel strategies (email, SMS, Whats App, digital platforms) and ensure the optimal use of technology platforms such as Salesforce and Marketing Cloud.
• Monitor and analyze the performance of CRM initiatives and optimize campaigns for improved engagement.

3. Customer Loyalty Program

• Own and manage the brand’s loyalty scheme, ensuring it is fully integrated into the CRM strategy.
• Develop initiatives to increase customer engagement with the loyalty program and track key metrics such as participation rate and lifetime value uplift.
• Identify opportunities to enhance the loyalty offering and ensure it aligns with the broader marketing strategy.

4. Subscription Management

• Oversee key subscription metrics, including retention rates, churn rates, and subscription growth, with the goal of increasing customer lifetime value.
• Collaborate with the external suppliers (agencies, banks) to streamline processes and maintain the company’s brand.

5. Data Analysis & Reporting

• Analyze and report on CRM and email marketing performance, identifying trends, challenges, and areas of improvement.
• Provide regular updates to senior management on CRM performance, customer retention metrics, and the impact of loyalty and subscription initiatives.
• Leverage customer insights to inform broader marketing strategies and product development decisions.

Key Qualifications:
Education:

• Advanced university degree (Master’s or equivalent) in Business Administration, Marketing, capital procurement, or a related field.

Experience:

• At least 5 years of professional experience managing customer retention programs and driving income growth.
• Direct marketing experience in a commercial setting and at least 3-5 years in a leadership role.

Skills:

• Have strong leadership and proficiency in digital analytics and CRM systems (e.g., Google Analytics, Salesforce Marketing Cloud).
• Experience with tools for analysis, testing, and optimization (e.g., Power BI, Tableau).

Language Proficiency:

• English and Bahasa Malaysia, with additional languages being an asset.

Job Type: Permanent
Pay: Up to RM21,000.00 per month
Schedule:

• Monday to Friday

Application Question(s):

• What is your expected salary?
• How long is your notice period?
• How many experience of working you have?