Job Description

Location: Onsite, Old Klang Road, Kuala Lumpur

About the Role:

We are hiring a CRM Manager to lead retention strategy and grow long-term value for high-value customers. You will lead customer retention and revenue growth through lifecycle campaigns, customer insights, and team performance. This role focuses on engagement optimisation and scaling successful CRM formulas across teams.

Job Responsibilities:

• Build strong customer relationships through personalised communication and retention campaigns.

• Leverage AI tools to analyse customer behaviour and optimise CRM workflows.

• Train and develop the CRM team, improving execution quality and performance.

• Coordinate campaign delivery with Product, Tech, Design, VIP, and Marketing teams.

• Foster a knowledge-sharing culture.

What This Role Offers

• Own the customer engagement strategy with direct revenue impact.

• Freedom to test and optimise lifecycle campaigns.

• Visibility to leadership through performance results.

• Opportunity to scale successful CRM playbooks into new markets and teams.

Must Have

• At least 2 years of managerial experience in CRM, Account Management, Luxury Customer Service, or Telesales.

• Fluent in English, Mandarin, and Malay (spoken, written, and reading).

• Strong analytical skills for retention and lifecycle behaviour.

• Customer-focused, results-driven, and adaptable.

• Able to turn strategy into clear execution.

Nice to Have

• Experience scaling CRM playbooks into new teams or markets.

• Familiarity with lifecycle or retention platforms.

• Strong track record in campaign optimisation.

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.