Josh George
Sentul
Summary
With 18 years of experience, dedicated to driving engagement and retention, understanding that exceptional experiences yield great results. Passion lies in creating and executing innovative Marketing and CX strategies that enhance and strengthen brand value, reduce churn, and elevate customer experience.
Overview
19
19
years of professional experience
Work History
Marketing Manager Customer Experience & Marketing
Knight Frank Property Management Sdn Bhd
01.2025 - Current
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
- Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
- Devised content strategy to effectively engage target audiences.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Optimized email campaigns to increase open and click-through rates.
- Developed and presented marketing plans to MD and shareholders.
- Maintained connections with clients through proactive communication, supporting lead generation and partner satisfaction.
Assistant Manager - Customer Experience & Marketing
Knight Frank Property Management
04.2022 - 01.2025
- Led a team of 3 Marketing Executives and 10 Customer Service representative to ensure customer satisfaction and brand loyalty
- Executed end-to-end lifecycle of projects, overseeing development, planning, marketing, design, and execution to ensure successful delivery
- Led integrated marketing strategies for property management, utilizing both digital and traditional channels to drive tenant engagement and property visibility
- Executed the development and marketing of a property app, ensuring seamless user experience while promoting services, tenant communications, and discount programs through targeted campaigns
- Developed and executed marketing initiatives for app adoption, increasing user engagement through in-app promotions, push notifications, and tenant-exclusive benefits
- Coordinated with cross-functional teams including property management, marketing, and IT, to ensure the successful implementation and promotion of app features and updates
- Implemented CX strategies that improved tenant engagement and retention, including feedback collection, analysis, and service enhancements
- Collaborated with property management teams to design and execute customer success programs, ensuring tenants receive maximum value from property services
- Managed the end-to-end process of handling customer complaints across multiple channels, ensuring timely and satisfactory resolutions
- Led cross-functional teams to deliver seamless and consistent customer experiences, coordinating between marketing, and property management
- Designed customer acquisition and retention programs, increasing user adoption and satisfaction through discounts and exclusive service access
- Regularly report on KPIs, including CSAT, NPS to senior management
- Spearheaded initiatives to increase LTV by focusing on customer segmentation, targeted engagement strategies, and tailored success programs,
Marketing Manager - EDM
Marcus Evans Sdn Bhd
01.2015 - 03.2022
- Executed EDMs to nurture leads, engage subscribers, and drive conversions
- Create compelling email content, including subject lines, copywriting, and visuals, to maximize open rates and click-through rates
- Developed and executed comprehensive email marketing strategies for diverse clients, resulting in a 30% increase in open rates and a 15% improvement in click-through rates
- Conducted A/B testing on subject lines, content, and design elements, optimizing campaigns for maximum effectiveness
- Monitored and analyzed key email marketing metrics, providing actionable insights for continuous improvement
Marketing Director
Mkini Dotcom
05.2014 - 12.2014
- Developed, presented and managed marketing strategies for branding purposes
- Negotiated and managed relationships with external vendors and agencies
- Executed marketing campaigns and submitted reports detailing outcomes
- Collaborated with graphic designers, copywriters, and other stakeholders to create effective ad campaigns
Business Development Manager
V-Cube Sdn Bhd
09.2012 - 03.2014
- Identify new business opportunities through market research and client engagement
- Built and maintained relationships with key stakeholders to ensure customer satisfaction and loyalty
- Negotiated pricing and terms with customers to maximize profitability and customer retention
- Provided personalized customer service resulting in increased customer satisfaction
Senior Marketing Executive
Marcus Evans Sdn Bhd
09.2006 - 09.2012
- Conducted market research and developed customer personas to inform product and marketing decisions
- Monitored and analyzed customer data to identify new opportunities for growth and insights for decision-making
Education
Bachelors of Laws -
University of London
12.2019
Project Management Simplified - undefined
LInkedIn Learning
01.2024
Digital Marketing Masterclass - undefined
Excel Academy
10.2023
Bachelors in Communication - undefined
Taylor's University
06.2006
Skills
- Strategic Marketing Planning
- Event Marketing
- Loyalty Program Management
- Digital Email Campaigns
- Social Media Optimization
- Customer Experience
- Customer Success Management
- Customer Experience Mapping
- Affiliate Marketing
- Content Marketing
- Project Management
- Event Management
- Client Retention
- Client Management
- Conflict Resolution
Timeline
Marketing Manager Customer Experience & Marketing
Knight Frank Property Management Sdn Bhd
01.2025 - Current
Assistant Manager - Customer Experience & Marketing
Knight Frank Property Management
04.2022 - 01.2025
Marketing Manager - EDM
Marcus Evans Sdn Bhd
01.2015 - 03.2022
Marketing Director
Mkini Dotcom
05.2014 - 12.2014
Business Development Manager
V-Cube Sdn Bhd
09.2012 - 03.2014
Senior Marketing Executive
Marcus Evans Sdn Bhd
09.2006 - 09.2012
Project Management Simplified - undefined
LInkedIn Learning
Digital Marketing Masterclass - undefined
Excel Academy
Bachelors in Communication - undefined
Taylor's University
Bachelors of Laws -
University of London
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