Executive Customer Success Management

24 hours ago

Alor Setar, Malaysia AAFIYAT MARKETING SDN BHD Full time

**KEY RESPONSIBILITY**
- Develop and manage monthly retention initiatives to drive repeat purchases and long-term loyalty.
- Oversee member activity, feature adoption, and ensure continuous participation within the platform.
- Design and execute loyalty activities, win-back campaigns, and personalized offers to retain and re-engage customers.
- Collaborate with Marketing, Sales, and Product teams to ensure consistent communication and experience across channels.
- Track engagement metrics, evaluate results, and recommend improvements for ongoing campaigns.
- Ensure all promotional activities comply with approved frameworks, tracking promo ROI and participation outcomes.
- Manage inbound inquiries through official communication platforms and channel feedback for insights.
- Drive understanding and utilization of membership features through in-app content, guides, and periodic updates.
- Collect, analyze, and report key performance metrics including retention rate, reactivation rate, and promo ROI.
- Work closely with IT and marketing teams to identify and enhance user experience on the membership platform.
- Perform any other related tasks or special projects assigned by the Head of CSM to support department objectives, including pilot programs, process improvements, and cross-functional initiatives.

**SKILLS & COMPETENCIES**
- Strong analytical mindset with ability to interpret customer data and campaign performance.
- Excellent coordination and communication skills (cross-department and external).
- Familiarity with CRM systems (preferable HubSpot), loyalty or membership platforms, and WhatsApp automation tools (e.g., Respond.io).
- Detail-oriented, proactive, and comfortable managing multiple tasks under tight deadlines.
- Empathy-driven communicator with passion for customer experience and loyalty.

**QUALIFICATIONS**
- Bachelor’s Degree in Business Administration, Marketing, Customer Experience, or related field.
- 1-3 years of experience in CRM, customer success, or loyalty program management preferred.
- Experience in health & wellness, FMCG, or retail brand environment is an added advantage.

Pay: RM2,000.00 - RM3,000.00 per month

**Benefits**:

- Professional development

Work Location: In person

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