Customer Relationship Manager

Are you passionate about turning customer insights into impactful strategies Do you love building great customer journeys and driving loyalty If you're excited about creating memorable experiences across digital touchpoints, we want you on our team!

As our Customer Relationship Manager, you will lead Nando's CRM and customer experience strategy—strengthening customer loyalty, improving digital journeys, and driving off-premises growth. You'll use data, insights, and customer feedback to elevate how guests interact with our brand across the Nando's App, digital ordering, and delivery platforms.

What you'll be doing:

Customer Experience Management

• Lead and develop a high-performing customer support team that delivers timely, warm, and consistent support.
• Establish CX standards and escalation frameworks across all digital touchpoints.
• Continuously improve the Customer Service Playbook for consistency and excellence.
• Analyse feedback from app reviews, digital metrics, and NPS to uncover trends and improvement areas.
• Partner with Operations and cross-functional teams to solve pain points and improve customer journey outcomes.

Drive Off-Premises Revenue Growth

• Monitor delivery performance metrics to identify gaps and opportunities.
• Analyse delivery platform outcomes (speed, accuracy, ratings, cancellations) and drive improvements.
• Collaborate with delivery partners on campaigns, platform visibility, and operational enhancements.

Customer Relationship Management (CRM)

• Lead customer behaviour studies using data analysis and qualitative insights.
• Develop strategies to enhance app performance and loyalty program engagement.
• Build automated customer journeys and continuously optimise through testing and learning.

Cross-Functional Collaboration

• Work closely with Marketing, Operations, and L&D teams to ensure seamless and timely customer responses.
• Use data and strong communication skills to influence stakeholders and support the marketing strategy

Requirements:

·      Candidate must possess at least a Degree in Marketing, Advertising, Business or equivalent.

·      Minimum of 5 to 8 years of experience in customer-centric role (any industry).

·      Strong expertise in CRM systems, loyalty programs, and lifecycle marketing.

·      Strong analytical and interpretive skills.

·      Comfortable working with dashboards, analytics platforms, and customer data.

·      Experience in user journey mapping and UX optimisation for digital flows.

·      Strong influencing and communication skills to present insights and recommendations.

·      Excellent project management skills with strong follow-through across multiple initiatives.

·      Preferred experience in the restaurant, retail, or consumer products industry.

If you're ready to create impactful customer experiences and shape the way Malaysians interact with Nando's, apply now and let's make magic happen together!