CRM Executive – Customer Data

About the role

AU is looking for a CRM Executive to build and improve the way we organise, understand and manage our customers. You will help us set up a clear customer management system, map the full customer journey and make sure the team can see each customer's status, needs and next step. This role focuses on CRM structure, customer data and process building.

Key responsibilities

• Map the full customer journey, from new enquiry and lead follow-up to booking, store visit, consultation, purchase, membership, aftercare, repeat visit and referral.
• Set up clear customer stages and status labels so the team can understand where each customer is in the journey.
• Develop practical customer segmentation, including A, B and C customer levels, with clear criteria based on customer needs, interest, engagement and purchase history.
• Organise customer information, CRM fields, tags and records so data is consistent and useful across the company.
• Build CRM workflows, follow-up rules, reminders and handover processes for the relevant teams to follow.
• Analyse customer and lead data to identify gaps, drop-off points and opportunities to improve conversion, retention and referrals.
• Prepare simple reports on lead sources, customer status, bookings, visits, purchases, repeat visits and referrals.
• Work with Marketing, Customer Service and Operations to make sure the customer journey is clear and followed properly.
• Help assess and improve CRM tools and system requirements as AU grows.

About you

• Experience in CRM, customer journey management, customer data, marketing operations or a similar role.
• Able to turn customer information into clear processes and practical systems.
• Strong analytical, organisational and problem-solving skills.
• Comfortable using spreadsheets and CRM systems.
• Able to create clear reports, workflows and process documents.
• Good communication and coordination skills.
• Proficient in Chinese and English. Malay is an advantage.
• Experience in the beauty, skincare, clinic or service industry is an advantage.