Manager, Customer Relationship Management (CRM)

Manager, Customer Relationship Management (CRM)

REN Wellness Retreat (by ERMS Berhad - a subsidiary of IJM Land) is a one-of-a-kind integrated Hospitality, Health and Wellness destination anchored in Traditional & Complementary Medicine, aiming to enrich people’s lives. It provides a luxurious nurturing haven for all, from business travelers to holiday makers, athletes and families. Role Overview You will manage and optimize the customer relationship management (CRM) system to improve customer engagement, retention, and satisfaction, ensuring personalized communication strategies. Key Responsibilities

CRM System Management

Maintain and optimize the CRM platform to manage guest data and interactions. Ensure data accuracy, consistency, and security across the CRM system. Monitor system performance and recommend improvements or upgrades.

Email & Campaigns

Create and manage targeted email campaigns to drive bookings and guest engagement. Personalize communication using guest profiles, preferences, and behaviour insights. Track campaign performance metrics and optimize accordingly. Segment guest data to deliver personalized messages and offers. Develop loyalty and retention strategies based on customer lifetime value. Identify high-value guests and tailor experiences to maximize satisfaction and revenue.

Customer Journey Planning

Map out and support communications at key touchpoints (pre-arrival, stay, post-visit). Design seamless, personalized guest experiences that foster long-term relationships. Implement feedback loops to continuously improve customer journey. Work with marketing, guest experience, and sales teams to align CRM efforts. Share best practices and customer insights across departments to foster a guest-centric culture. Work closely with the sales team to identify upselling and cross-selling opportunities.

Requirements

Education : Bachelor’s degree in Marketing, Business Administration, or a related field. Experience : Minimum 5 years in CRM, customer engagement, or marketing roles, preferably in hospitality, wellness, or service industries. Experience in designing and executing customer segmentation strategies. Strong background in managing personalized communication campaigns and measuring ROI. Skills : Strong analytical skills; ability to interpret customer data and translate insights into actionable strategies; creative problem-solving and innovation in enhancing customer journeys; ability to work collaboratively across departments and influence stakeholders; excellent written and verbal communication skills. Others : Customer-focused mindset with a passion for creating memorable guest experiences; strong business acumen and understanding of customer lifecycle management; high integrity, professionalism, and accountability; willingness to continuously learn and stay updated on CRM trends and best practices. Salary : Please provide your expected monthly basic salary in your profile. Application Questions

Your application will include the following questions : Which of the following statements best describes your right to work in Malaysia? What’s your expected monthly basic salary? How many years' experience do you have as a Customer Relationship Management Manager? Do you have experience in a role which requires relationship management experience? Which of the following languages are you fluent in? Note : This job posting is part of REN Wellness Retreat's recruitment process. If you have concerns about fraud or misrepresentation, please report details as appropriate.

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