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Head, Digital Partnership & Stakeholder Management

MRANTI Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join or sign in to find your next job

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MRANTI Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join to apply for the

Head, Digital Partnership & Stakeholder Management

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MRANTI Job Brief

The Head of Digital Partnerships and Innovation, will play a critical role in driving digital transformation agenda, building strategic relationships, and leveraging emerging technologies to create a sustainable competitive advantage. If you are passionate about shaping the future of digital ecosystems, this role is perfect for you. Job Brief

The Head of Digital Partnerships and Innovation, will play a critical role in driving digital transformation agenda, building strategic relationships, and leveraging emerging technologies to create a sustainable competitive advantage. If you are passionate about shaping the future of digital ecosystems, this role is perfect for you.

Key Responsibilities

Develop and implement a comprehensive technology and digital partnership strategy to align with organizational objectives. Identify, cultivate, and nurture strategic partnerships with internal and external stakeholders to foster collaboration and innovation. Foster a culture of digital innovation and agility, inspiring your team to explore and adopt cutting-edge tools and methodologies. Oversee market research and competitor analysis to guide strategic decisions and maintain market leadership. Support and drive the organization’s digital transformation initiatives, ensuring seamless integration of new technologies and methodologies. Partner with the Commercial division to support business development activities related to technology and digital solutions. Develop and implement robust processes for managing partnerships, ensuring efficiency and scalability. Track and monitor divisional projects, defining and measuring KPIs to ensure alignment with strategic objectives. Conduct financial modeling, ROI analysis, and risk mitigation for partnership initiatives. Build, inspire, and lead a high-performing team, optimizing resource allocation to achieve excellence. Represent the organization in industry forums, sharing insights on emerging digital trends and advocating for the company’s digital agenda. Work closely with other departments to maximize the impact of partnerships and drive organizational success.

Job Requirements

Bachelor’s degree in Business, Information Technology, Marketing, Communication, Management, Analytics or a related field (MBA is a plus). Minimum 10 years’ experience in business development or strategic account management, with at least 5 years in a managerial role. Possesses a proven track record in developing and implementing successful digital strategies and partnerships. Possesses any technology related certifications would be an added advantage. Proven ability to develop and execute growth strategies, manage client relationships, and achieve business targets. Displays strong expertise in proposal development, pricing strategies, and market analysis. Displays strong expertise in digital innovation, market research, and emerging technologies. Excellent leadership and people management skills, with a track record of building and motivating high-performing teams. Exceptional communication, presentation, and stakeholder management skills, including experience working with senior executives. Results-driven, adaptable, and willing to travel as needed for business engagements. A forward-thinker who stays abreast of digital trends and fosters an agile mindset.

Seniority level

Seniority level Executive Employment type

Employment type Full-time Job function

Job function Marketing and Sales Industries Research Services Referrals increase your chances of interviewing at MRANTI by 2x Sign in to set job alerts for “Head of Digital” roles.

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Overview

As emart24’s CRM & Loyalty Manager , you will lead the organization in enhancing a data-driven customer ecosystem through our mobile app and digital platforms. Your role will focus on growing loyalty , increasing app engagement , and ensuring a seamless customer experience across online and in-store journeys . You’ll bring together tech, data, and customer care to create personalized, high-impact campaigns and improve retention.

Responsibilities

• CRM Strategy & Lifecycle Management
• Develop and execute end-to-end CRM strategies to drive emart24 app downloads , active users, and customer lifetime value.
• Build segmented customer journeys including onboarding, upsell, retention, and win-back flows.
• Design and deploy campaigns across push notifications, SMS, email, and in-app , using CRM tools and marketing automation platforms.
• Monitor and optimize loyalty point utilization and campaign effectiveness within allocated budgets.
• Partner with Brand, Merchandising, Operations, and Digital teams to ensure campaign relevance and alignment with business goals.
• Lead emart24 app engagement initiatives , including campaign planning, usage growth, and feature promotion.
• Identify and propose UX/UI enhancements that improve customer flow, app stickiness, and conversion rates.
• Manage CRM and app platform vendors , including day-to-day support, upgrades, renewals, and troubleshooting coordination with IT.
• Own the app issue resolution process , escalating technical bugs and ensuring resolution timelines are met.
• Oversee and coordinate online sales operations across all major platforms, including but not limited to Shopee, Lazada, TikTok Shop, GrabMart and Foodpanda .
• Monitor order fulfilment, cancellation rates, and customer ratings across platforms to ensure optimal customer satisfaction and platform compliance.
• Work closely with stakeholders to ensure smooth order processing and timely deliveries.
• Identify areas for improvement in the online customer journey and propose solutions to enhance the overall experience.

Customer Experience & Online Orders

• Lead, respond and track customer inquiries, complaints, and feedback across all channels (phone, email, live chat, social media, etc.)
• Develop and enforce customer service SOPs to ensure consistent and professional service standards.
• Monitor and resolve service issues related to online orders , refunds, and delivery experiences.
• Identify gaps and bottlenecks in the customer journey and propose fixes to improve satisfaction and loyalty.

Digital Marketing Integration (Support Role)

• Collaborate on digital campaigns that support CRM and app objectives (e.g. performance marketing, remarketing, loyalty reactivation) .
• Ensure correct attribution and measurement of campaign impact across digital and CRM channels.

Reporting & Analysis

• Generate weekly and monthly reports on customer complaints, satisfaction levels, resolution times, and platform performance.
• Use data to identify trends, recurring issues, and root causes, and recommend preventive action.
• Track and report SLA compliance rates and customer satisfaction KPIs.

Training & Team Development

• Train and coach the customer service team on best practices, new tools, and product knowledge.
• Conduct regular performance evaluations and provide feedback and guidance for continuous improvement.

Requirements

• Bachelor's degree in Business, Communications, Marketing, or related field.
• 4–6 years of experience in CRM, loyalty marketing, or app engagement , ideally within retail, convenience, or QSR.
• Hands-on experience with CRM platforms , mobile marketing , customer data segmentation, and campaign analytics.
• Strong analytical thinking with the ability to turn insights into action.
• Proven project management and cross-functional collaboration experience.
• Excellent communication and stakeholder management skills.
• Strong interpersonal and communication skills (both English & Bahasa Malaysia).

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Intermediary Relationship Management, Consultant

AIA Malaysia Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Intermediary Relationship Management, Consultant

AIA Malaysia Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

4 days ago Be among the first 25 applicants

Join to apply for the Intermediary Relationship Management, Consultant role at AIA Malaysia

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At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.

So if you believe in inspiring a better future, read on.

About The Role

Responsible for maximising the sales of AIA products and services through intermediaries to meet individual / team quotas and AIA business objectives

Roles And Responsibilities

• Strengthen existing and establish new partnership relationship with intermediaries to achieve mutual benefits and profitable goals
• Manage and build long-term business relationships and drive sourcing, negotiating and on-boarding clients via intermediaries
• Work with Segment Management to understand the value proposition of the ‘go-to-market’ delivery strategy and drive execution to activate / acquire and grow partnerships of the assigned intermediaries
• Work with Client Solution to identify potential business deals (i.e. leads) and co-develop proposals to win and close the deals.
• Work with Client Management to drive timely renewals of policies and ensure follow-up and closure of servicing issues (e.g. complaints)
• Become the single point of contact for intermediaries for potential business deal, renewal, upselling, cross-selling and after sales service (including servicing issues, if any)
• Work with Segment Management to drive adoption for Company-focused initiatives, e.g. Voluntary Solutions (VS) and Corporate Vitality, via intermediaries
• Work with Marketing to plan and implement engagement activities to deepen and champion good business relationships with intermediaries
• Track sales performance and profitability of partnerships / accounts and prepare weekly and monthly sales reports.
  
  

Minimum Job Requirements

• Degree in any related fields of study
• Minimum 8 years working experience in relationship management and commercial client / corporate client facing role.
• Experience working with insurance partners, such as brokers, will be an advantage.
• Good problem solving, conflict resolution and decision-making skills
• Self-motivated, passionate, resourceful, proactive, result driven, and ability to work in a stressful and challenging environment
• Good computer skills, preferably in Excel and PowerPoint
  
  

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Business Development and Sales
• Industries Insurance

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Intermediary Relationship Management, Consultant page is loadedIntermediary Relationship Management, Consultant Apply locations Kuala Lumpur, MY-AIA Malaysia time type Full time posted on Posted Yesterday job requisition id JR-59777

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.

So if you believe in inspiring a better future, read on.

About the Role

Responsible for maximising the sales of AIA products and services through intermediaries to meet individual / team quotas and AIA business objectives

Roles And Responsibilities

• Strengthen existing and establish new partnership relationship with intermediaries to achieve mutual benefits and profitable goals
• Manage and build long-term business relationships and drive sourcing, negotiating and on-boarding clients via intermediaries
• Work with Segment Management to understand the value proposition of the ‘go-to-market’ delivery strategy and drive execution to activate / acquire and grow partnerships of the assigned intermediaries
• Work with Client Solution to identify potential business deals (i.e. leads) and co-develop proposals to win and close the deals.
• Work with Client Management to drive timely renewals of policies and ensure follow-up and closure of servicing issues (e.g. complaints)
• Become the single point of contact for intermediaries for potential business deal, renewal, upselling, cross-selling and after sales service (including servicing issues, if any)
• Work with Segment Management to drive adoption for Company-focused initiatives, e.g. Voluntary Solutions (VS) and Corporate Vitality, via intermediaries
• Work with Marketing to plan and implement engagement activities to deepen and champion good business relationships with intermediaries
• Track sales performance and profitability of partnerships / accounts and prepare weekly and monthly sales reports.

Minimum Job Requirements

• Degree in any related fields of study
• Minimum 8 years working experience in relationship management and commercial client / corporate client facing role.
• Experience working with insurance partners, such as brokers, will be an advantage.
• Good problem solving, conflict resolution and decision-making skills
• Self-motivated, passionate, resourceful, proactive, result driven, and ability to work in a stressful and challenging environment
• Good computer skills, preferably in Excel and PowerPoint

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

Similar Jobs (1) Intermediary Relationship Management, Specialist locations Kuala Lumpur, MY-AIA Malaysia time type Full time posted on Posted 30+ Days Ago

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Customer Relationship Management Executive

Date Published: 27 Aug, 2025

Date Closed: 26 Feb, 2026

Job Description Responsibilities:

• Manage and maintain strong relationships with existing clients, ensuring their needs and expectations are consistently met
• Serve as the main point of contact for customer inquiries, issues, and feedback, and ensure prompt resolution
• Coordinate and support Business Development initiatives, including client meetings, presentations, and proposal preparation

Requirements:

• Bachelor’s Degree in Finance, Business Administration, or related field
• Minimum 1–2 years of experience in customer relations, sales support, or business development

We Welcome You to Join Our Team

• Please fill up the form below.
• * denotes a required field

• Job applied for
• Name *
• E-mail *
• Contact *
• Preferred Department *
• Deposit Resume *
• (Please include recent personal photo in your resume. Maximum file size allowed for upload is 15MB.)
• Please retype the number *

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Customer Relationship Management Executive Overview

We’re looking for a motivated and detail-oriented CRM Executive to support the planning and execution of customer relationship initiatives. This role is ideal for someone who is passionate about creating meaningful, data-driven customer experiences. You’ll work closely with the CRM Manager and marketing team to drive customer engagement, retention, and loyalty through personalized communication strategies.

Responsibilities

• Assist in setting up and executing CRM campaigns across email, Whatsapp, app push, and other owned channels.
• Coordinate campaign timelines, audience lists, and creative assets to ensure timely and accurate delivery.
• Help monitor campaign performance and ensure proper tracking is in place.
• Support the use of customer data to segment audiences based on behavior, preferences, and lifecycle stages.
• Work with the team to tailor messaging for different customer segments to increase engagement and retention.
• Assist in building and maintaining automated customer journeys (e.g., welcome, activation, churn prevention, reactivation).
• Test and troubleshoot customer journeys to ensure correct logic, timing, and delivery.
• Compile CRM reports and dashboards to measure campaign effectiveness and customer engagement.
• Help analyze key performance indicators (open rates, CTR, conversions, etc.) and suggest areas for improvement.
• Learn and use CRM tools (e.g., Netcore, MoEngage, CleverTap, or similar) to execute campaigns and manage customer data.
• Maintain database hygiene and ensure data accuracy in CRM systems.

Qualifications

• Bachelor’s degree in Marketing, Communications, Business, or related field.
• 1–2 years of experience working in CRM, marketing automation, or a customer engagement role
• Familiarity with CRM or email marketing platforms is a plus.
• Strong attention to detail and a data-driven mindset.
• Good communication skills and the ability to work well in a collaborative environment.
• Eagerness to learn and grow in a CRM-focused marketing role.

Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Analyst and Marketing
• Industries: Internet Marketplace Platforms

Location & Compensation

Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Salary: MYR 2,800.00 – MYR 3,000.00

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Overview

As emart24’s

CRM & Loyalty Manager , you will lead the organization in enhancing a data-driven customer ecosystem through our mobile app and digital platforms. Your role will focus on

growing loyalty ,

increasing app engagement , and ensuring a seamless

customer experience across online and in-store journeys . You’ll bring together tech, data, and customer care to create personalized, high-impact campaigns and improve retention. Responsibilities

CRM Strategy & Lifecycle Management Develop and execute end-to-end

CRM strategies

to drive

emart24 app downloads , active users, and customer lifetime value. Build

segmented customer journeys

including onboarding, upsell, retention, and win-back flows. Design and deploy campaigns across

push notifications, SMS, email, and in-app , using CRM tools and marketing automation platforms. Monitor and optimize

loyalty point utilization

and campaign effectiveness within allocated budgets. Partner with Brand, Merchandising, Operations, and Digital teams to ensure campaign relevance and alignment with business goals. Lead

emart24 app engagement initiatives , including campaign planning, usage growth, and feature promotion. Identify and propose

UX/UI enhancements

that improve customer flow, app stickiness, and conversion rates. Manage CRM and app

platform vendors , including day-to-day support, upgrades, renewals, and troubleshooting coordination with IT. Own the

app issue resolution process , escalating technical bugs and ensuring resolution timelines are met. Oversee and coordinate online sales operations across all major platforms, including but not limited to

Shopee, Lazada, TikTok Shop, GrabMart and Foodpanda . Monitor order fulfilment, cancellation rates, and customer ratings across platforms to ensure optimal customer satisfaction and platform compliance. Work closely with stakeholders to ensure smooth order processing and timely deliveries. Identify areas for improvement in the online customer journey and propose solutions to enhance the overall experience. Customer Experience & Online Orders

Lead, respond and track

customer inquiries, complaints, and feedback across all channels

(phone, email, live chat, social media, etc.) Develop and enforce customer service SOPs to ensure consistent and professional service standards. Monitor and resolve service issues related to

online orders , refunds, and delivery experiences. Identify gaps and bottlenecks in the customer journey and propose fixes to improve satisfaction and loyalty. Digital Marketing Integration (Support Role)

Collaborate on

digital campaigns that support CRM and app objectives (e.g. performance marketing, remarketing, loyalty reactivation) . Ensure correct attribution and measurement of campaign impact across digital and CRM channels. Reporting & Analysis

Generate

weekly and monthly reports

on customer complaints, satisfaction levels, resolution times, and platform performance. Use data to identify trends, recurring issues, and root causes, and recommend preventive action. Track and report SLA compliance rates and customer satisfaction KPIs. Training & Team Development

Train and coach the customer service team on best practices, new tools, and product knowledge. Conduct regular performance evaluations and provide feedback and guidance for continuous improvement. Requirements

Bachelor's degree in Business, Communications, Marketing, or related field. 4–6 years of experience in

CRM, loyalty marketing, or app engagement , ideally within retail, convenience, or QSR. Hands-on experience with

CRM platforms ,

mobile marketing , customer data segmentation, and campaign analytics. Strong analytical thinking with the ability to turn insights into action. Proven project management and cross-functional collaboration experience. Excellent communication and stakeholder management skills. Strong interpersonal and communication skills (both English & Bahasa Malaysia).

#J-18808-Ljbffr

Customer Relationship Management Executive Date Published: 27 Aug, 2025

Date Closed: 26 Feb, 2026

Job Description Responsibilities:

Manage and maintain strong relationships with existing clients, ensuring their needs and expectations are consistently met

Serve as the main point of contact for customer inquiries, issues, and feedback, and ensure prompt resolution

Coordinate and support Business Development initiatives, including client meetings, presentations, and proposal preparation

Requirements:

Bachelor’s Degree in Finance, Business Administration, or related field

Minimum 1–2 years of experience in customer relations, sales support, or business development

We Welcome You to Join Our Team

Please fill up the form below.

* denotes a required field

Job applied for

Name *

E-mail *

Contact *

Preferred Department *

Deposit Resume *

(Please include recent personal photo in your resume. Maximum file size allowed for upload is 15MB.)

Please retype the number *

#J-18808-Ljbffr

Customer Relationship Management Executive Overview We’re looking for a motivated and detail-oriented CRM Executive to support the planning and execution of customer relationship initiatives. This role is ideal for someone who is passionate about creating meaningful, data-driven customer experiences. You’ll work closely with the CRM Manager and marketing team to drive customer engagement, retention, and loyalty through personalized communication strategies.

Responsibilities

Assist in setting up and executing CRM campaigns across email, Whatsapp, app push, and other owned channels.

Coordinate campaign timelines, audience lists, and creative assets to ensure timely and accurate delivery.

Help monitor campaign performance and ensure proper tracking is in place.

Support the use of customer data to segment audiences based on behavior, preferences, and lifecycle stages.

Work with the team to tailor messaging for different customer segments to increase engagement and retention.

Assist in building and maintaining automated customer journeys (e.g., welcome, activation, churn prevention, reactivation).

Test and troubleshoot customer journeys to ensure correct logic, timing, and delivery.

Compile CRM reports and dashboards to measure campaign effectiveness and customer engagement.

Help analyze key performance indicators (open rates, CTR, conversions, etc.) and suggest areas for improvement.

Learn and use CRM tools (e.g., Netcore, MoEngage, CleverTap, or similar) to execute campaigns and manage customer data.

Maintain database hygiene and ensure data accuracy in CRM systems.

Qualifications

Bachelor’s degree in Marketing, Communications, Business, or related field.

1–2 years of experience working in CRM, marketing automation, or a customer engagement role

Familiarity with CRM or email marketing platforms is a plus.

Strong attention to detail and a data-driven mindset.

Good communication skills and the ability to work well in a collaborative environment.

Eagerness to learn and grow in a CRM-focused marketing role.

Details

Seniority level: Associate

Employment type: Full-time

Job function: Analyst and Marketing

Industries: Internet Marketplace Platforms

Location & Compensation Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Salary: MYR 2,800.00 – MYR 3,000.00

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