Assistant Manager, Customer Relations Management at MyTOWN Shopping Centre
Core
Lead planning and execution of CRM and loyalty strategies to drive customer acquisition, engagement, retention, and lifetime value for a super-regional shopping centre.
Role type
Assistant Manager, Customer Relations Management
Builds
End-to-end loyalty programmes, membership growth, tier benefits, rewards, and targeted personalized campaigns across multiple channels.
Domain
Retail / Customer Experience / Loyalty Management
Required skills
CRM strategy, loyalty programme management, customer segmentation, campaign performance analysis, budget management, vendor management, stakeholder collaboration, retail shopper behaviour knowledge, CRM platform proficiency, bilingual communication (English/Bahasa Malaysia)
Preferred skills
Data-driven decision making, cross-functional leadership, omnichannel engagement expertise, financial planning, customer journey optimization
Technologies
CRM systems, loyalty platforms, marketing automation tools, customer databases
Responsibilities
Lead planning and execution of CRM and loyalty strategies; Manage end-to-end loyalty programme experience; Develop customer segmentation strategies and oversee targeted campaigns; Monitor customer behaviour and loyalty performance metrics; Ensure CRM platform functionality and data integrity; Collaborate with Brand & Content and Events teams; Manage CRM-related vendors and partners; Drive customer research and insight generation; Oversee CRM budget utilization and ROI tracking; Provide leadership and coaching for CRM executives.
Seniority
Mid-Senior, hands-on IC with team oversight
