Manager – CRM

As a CRM Manager at Holiday Tours, you will be responsible to lead and drive the strategic development, implementation, and enhancement of customer experience. You will also manage and leverage user databases and data insights to effectively market Holiday Tours' diverse range of products and services across the company.

Developing a robust customer base, fostering customer loyalty, supporting operational efficiency, and identifying business opportunities through customer behaviour analysis.

• Data Analysis and Management:
  • Collect and analyse customer data to understand needs and preferences.
  • Use CRM systems to manage and organise customer information.
  • Develop proposals for ongoing campaign enhancement through data analysis.
  • Collaborate with cross-functional teams to establish a seamless data hub and dashboard for evaluating Marketing and Sales data.
• Customer Segmentation and Campaign Management:
  • Segment the customer database by relevant characteristics to personalise marketing efforts.
  • Identify new potential customers and target audiences based on existing data.
  • Develop retargeting strategies focused on retention, acquisition, and enhanced customer experience through tailored communication.
• Marketing Automation and Attribution:
  • Integrate with marketing channels to track and automate interactions across online and offline touchpoints, syncing data with sales and customer records.
  • Automate personalised workflows for lead nurturing, upselling, cross-selling, and retention.
  • Support multiple attribution models and visualise customer journeys with detailed timelines.
  • Track multi-channel engagement (social media, email, SMS, paid ads, website visits, events) and attribute conversions to campaigns.
  • Provide real-time insights into ROI, CPL, CAC, CLV, and engagement metrics with automated reporting, alerts, and A/B testing for optimisation.
  • Ensure GDPR compliance, scalability, and secure data handling with BI tool integration for advanced analytics.
• Customer Interaction:
  • Oversee customer interactions with key teams, such as the Travel Advisor team.
  • Collect customer feedback, reviews, and complaints to ensure satisfaction.
  • Work with sales, marketing, customer service, and operations teams to improve the overall customer experience.
  • Integrate data across platforms to enhance company credibility in the public domain.
• System Management:
  • Ensure the CRM system supports an effective sales funnel and efficient processes.
  • Implement and maintain CRM strategies to drive loyalty and increase sales.
  • Demonstrate proficiency in CRM tools such as Freshsales, Freshmarketer, and Mailchimp.

• Bachelor's degree in marketing, Business Administration, or CRM.
• Minimum 5 years of experience in Customer Relationship management.
• In-depth knowledge of CRM systems and technologies.
• Experience in Media management will be an advantage.
• Strong commercial acumen and ability to drive revenue growth through marketing strategies.
• Excellent written and verbal communication and presentation skills, strong analytical skills with data analysis tools and techniques, and data-driven Marketing.
• Ability to work in a fast-paced, dynamic environment with changing priorities and deadlines.
• Proactive, self-starter with a high level of responsibility, ownership, and accountability.
• Demonstrated success in improving customer satisfaction and loyalty.
• Demonstrated budgeting skills and return on marketing investment analysis.
• Proven experience using business analytics and marketing research to drive business strategies.
• Possess skills in project management that enable the delivery of projects on time and within budget.
• Experience in working as part of a team on annual marketing planning processes and providing ongoing monitoring to achieve strategic objectives.

• Exemplary Leadership:
  • Managing upwards; Role model in taking ownership, being accountable, and coaching to reporting line; Enabler to facilitate your team to work smoothly with other teams/ departments.
  • Managing one's own behaviour, attitude, speech to remain professional.
  • Have strong quantitative, analytical and problem-solving skills.
  • A self-directed professional who knows what needs to be done and operates with a sense of urgency, focus, and discipline.
• Strong Communication:
  • Ability to lead and strong communicator (verbal, written, and interpersonal) who can address a broad spectrum of colleagues and external partners.
  • Observance and skilled in assessing situations and facilitating effective discussions.
  • Constantly values and respects all voices, and excels in active listening.

• High reputable travel agency.
• Flexi staff benefits.
• Cross functional & high growth culture.

With an illustrious 49-year legacy of catering to the diverse needs of both business and leisure travellers, Holiday Tours has established itself as a leader in the travel industry. We specialise in delivering tailored travel solutions across various segments through our key business units, including corporate travel, luxury and bespoke travel experiences, and MICE (Meetings, Incentives, Conferences, and Exhibitions) trips. Today, Holiday Tours efficiently serves the travel needs of both local and global multinational companies, solidifying our position as a major corporate travel service provider. Our excellence is reflected in our extensive portfolio, featuring partnerships with over 500 corporate clients. Further underscoring our global standing is our affiliation with CWT, the world leader in business travel management. Operating independently under Holiday Tours, CWT Malaysia has been an integral part of the CWT Global Partners Network. Driven by our vision to become the premier experiential travel brand in Southeast Asia, we proudly introduced T'ROKA by Holiday Tours—our luxury travel brand. T'ROKA distinguishes itself as a hotel-first luxury travel brand, capturing the essence of destinations through extraordinary experiences that harmonise sights, sounds, and flavours. Holiday Tours has garnered recognition from esteemed partners in the travel industry. Our airline collaborations include leading names such as Malaysia Airlines, Singapore Airlines, Etihad Airways, Emirates, Qatar Airways, Turkish Airlines, and All Nippon Airways. We also partner with renowned hotel groups like Virtuoso, Hilton Worldwide, Marriott International, and Accor Hotels, among others. We are seeking talented individuals who embody a growth mindset, a passion for adding value to others, and the drive to build a high-performance, leadership-oriented culture. If you resonate with our core values, we'd love to hear from you: WOW – We deliver WOW in all we do. CHANGE – We embrace CHANGE enthusiastically. RELIABLE – We are RELIABLE and trustworthy. GROW – We pursue GROWTH and learning. If this opportunity excites you and you would like to discover more, we would love to meet with you. At Holiday Tours & Travel, we are dedicated to creating meaningful and memorable experiences for both our clients and our employees. Our dynamic work environment fosters innovation, creativity, and collaboration, ensuring every team member thrives. As an equal opportunity employer, we celebrate diversity and are committed to building an inclusive, supportive workplace where everyone feels valued and empowered to succeed.