Customer Retention Executive

Job ResponsibilitiesDevelop and implement customer retention strategies to increase repeat purchases and loyalty.Monitor customer accounts, purchase history, and engagement to identify at-risk customers.Coordinate with marketing and sales teams to design retention campaigns, loyalty programs, and personalized offers.Handle customer inquiries and feedback with empathy, providing timely solutions to improve satisfaction.Track retention KPIs such as churn rate, repeat purchase rate, and customer lifetime value (CLV).Prepare reports and insights on customer behavior, retention performance, and improvement opportunities.Collaborate with internal teams to ensure a seamless customer journey and consistent service quality.Contribute ideas to enhance overall customer experience and strengthen long-term relationships.Job RequirementsDiploma or Degree in Business Administration, Marketing, Communications, or a related field.Strong communication and interpersonal skills in English and Malay; Mandarin proficiency is an advantage.Analytical mindset with ability to interpret customer data and translate insights into actions.Proficient in Microsoft Office and Google Workspace; familiarity with CRM tools is an advantage.Customer-focused, empathetic, and proactive in problem-solving.Prior experience in customer service, engagement, or retention roles will be an added advantage.