CRM Marketer

Job Title: CRM & Retention Strategist (Customer Lifecycle)

Company: White On White (M) Sdn Bhd
Location: Ipoh (HQ)
Work Setup: 5.5 Days a week

About the Role:
At White On White, we believe that acquiring a customer is only 10% of the battle; keeping them is the other 90%. We operate a premium multi-brand ecosystem (White On White, beyondROSE, SummerWhite, Golden Floral Academy) and are on a mission to build the most sophisticated, empathetic, and highly-converting CRM system in the florist industry.

Based in our Ipoh HQ, you will not just be sending blast messages. You will act as a strategic concierge and retention architect. Your ultimate KPI is clear: significantly increase our customer retention rate, maximise repeat purchase frequency, and build unshakeable brand loyalty through highly personalised, timely outreach.

Core Responsibilities:

• The "Milestone Concierge" (Retention): Manage and execute our birthday and anniversary reminder ecosystem via WhatsApp API and Email (GetResponse). You will track customer dates and reach out proactively to secure repeat business before they even think to look elsewhere.
• The "Gratitude Loop" Strategy: Utilise our WhatsApp API (to ensure compliance and avoid bans) to thoughtfully reach out to the recipients of our flowers, offering them an exclusive "gratitude bouquet" to send back to their sender or to pay it forward.
• The "Grand Opening" B2B Hustle: Execute our signature B2B growth strategy. When a new business orders opening stands, you will tactfully build relationships with the owner, request their supplier/partner list, and pitch tailored opening stand bundles to those suppliers (while managing the logistical reverse-logistics of retrieving the stands later).
• Corporate & B2B Outreach: Conduct targeted cold outreach to corporates, institutions, and event spaces to secure long-term gifting contracts, staff welfare floral accounts, and venue collaborations.
• *Database Segmentation & Tagging (New Strategy):* Clean, tag, and segment our customer database (using ManyChat/GetResponse). Separate high-ticket VIPs from seasonal budget buyers so our retargeting is surgically precise.
• *Service Recovery & NPS (New Strategy):* Act as the final safety net for customer satisfaction. Track Net Promoter Scores (NPS) and proactively reach out to any dissatisfied customers to turn detractors into brand advocates.
• Cross-Outlet Synergy: Work seamlessly with the frontline Customer Service (CS) teams and marketer across all branches (Ipoh, PJ, Penang) to ensure data is captured correctly and CRM handoffs are perfectly executed.

Requirements:

• Language Proficiency: Fluent in English. You will be texting and calling high-value clients and corporate partners; your tone must be polished, persuasive, and premium.
• Tech-Savvy Communicator: Experience with WhatsApp Business API, CRM software, and email marketing tools (GetResponse) is highly preferred.
• High EQ & Sales Acumen: You must possess the empathy of a luxury concierge and the drive of a B2B sales closer. You know how to follow up persistently without ever sounding like a spammer.
• Data-Driven: You love tracking metrics. You measure your success by repeat purchase rates, open rates, and conversion percentages.

Why Join Us?

• Amoeba Management Culture: You operate as a business partner. By increasing the Lifetime Value (LTV) of our customers, you directly drive the profitability of the Amoeba unit.
• Industry Pioneer: You will be executing CRM strategies that no other traditional florist in Malaysia is doing. You are building the gold standard.