Customer Experience Director

3 days ago


Klang, Selangor, Malaysia QSR Brands Full time
Job Description

We are seeking a seasoned professional to drive overall and e-commerce business growth through CRM and loyalty programs at QSR Brands.

The ideal candidate will be responsible for effective customer journey targeting active and inactive segments for acquisition, engagement, and retention.

Main Responsibilities:

  • Define and deploy retention strategies to increase customer lifetime value, reduce churn, and improve customer experience based on Pizza Hut's Overall Brand Strategy across omnichannels.
  • Develop and execute acquisition strategies across pre-launch and onboarding to increase Pizza Hut Malaysia market share and ensure base retention.
  • Create and implement engagement strategies to increase purchase frequency and average ticket size based on Pizza Hut's Overall Brand Strategy across omnichannels.
  • Proactively acquire customers through data, martech, and media; turning anonymous data, secondary data, and syndicated data sources into Pizza Hut's own 1st party data.
  • Establish data strategy and customer analysis to better understand Pizza Hut customer profiling for improved acquisition and retention.
  • Drive Customer Data Consolidation, Integration, and Data Management for a real-time and complete view of customer footprint and purchasing behavior across omnichannels.
Key Qualifications:
  • Good marketing fundamentals and key levers in driving consumer behavioral change.
  • Business savvy, understanding strategic implications, and able to develop strategies and actionable plans according to directions set for the brand.
  • Analytical mind and business acumen.
  • Good understanding of technical elements and use of big data.
  • Hands-on experience in CRM management, customer journey mapping, and e-commerce.
  • Good working knowledge of e-commerce performance tracking tools.
  • Working knowledge of data management and martech platform/tools architecture.
  • Problem-solving aptitude and communication skills.
  • Good command of English.
  • Passionate, resourceful, and with a growth mindset.


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