Digital Marketing Manager

5 days ago

Kuala Lumpur, Malaysia PositiveLinks Asia Full time

We are hiring a **CRM & Digital Marketing Manager** to drive customer engagement, loyalty, and online sales.

The role covers CRM strategy, multi-channel campaigns, app engagement, and management of **e-commerce platforms (Shopee, Lazada, TikTok Shop, GrabMart, Foodpanda).**

You will also oversee customer experience, reporting, and team development to deliver business growth and service excellence.

**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).
- 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.

Pay: RM120,000.00 - RM144,000.00 per year

Application Question(s):

- Do you have at least 4 years of experience in CRM, loyalty marketing, or app engagement?
- Have you used customer data segmentation to personalize marketing campaigns?

Work Location: In person

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