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Change Management & Learning Lead

Change Management & Learning Lead

Spencer OgdenKuala Lumpur, Kuala Lumpur, Malaysia
3 days ago
Job description

Change Manager

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

Salary : MYR5,000.00-MYR13,000.00

Employment Type : Full‑time

Seniority Level : Mid‑Senior level

Job Function : Customer Service

Industry : Oil and Gas

Responsibilities

  • Develop and execute change management strategies tailored to CRM, customer service, and AI implementation goals.
  • Conduct stakeholder analysis and change impact assessments across customer‑facing teams.
  • Create integrated change plans that align with project milestones and business outcomes.

Stakeholder Engagement & Communication

  • Design targeted communication strategies to build awareness and buy‑in across sales, service, and support teams.
  • Facilitate engagement sessions, feedback forums, and change champion networks.
  • Act as a trusted advisor to business leaders, ensuring alignment and support for change initiatives.
  • Partner with relevant teams to co‑create training programs focused on CRM usage, AI tools (e.g., chatbots, predictive analytics), and customer service excellence.
  • Ensure training content is role‑specific, practical, and aligned with real‑world workflows.
  • Oversee training delivery, including scheduling, facilitation, and post‑training reinforcement.
  • Monitor training effectiveness and adoption metrics, using feedback to refine learning strategies.

    • Adoption & Behavior Change

  • Develop strategies to drive adoption of new CRM features, AI tools, and customer service protocols.
  • Identify and address resistance points through coaching, support, and targeted interventions.
  • Track and report on adoption KPIs, readiness levels, and change effectiveness.

    • Project Integration & Governance

  • Embed change and learning activities into overall project governance and delivery plans.
  • Collaborate with IT, PMO, and business units to ensure seamless execution and alignment.
  • Provide regular updates to leadership on change progress, risks, and mitigation strategies.

    • Requirements

  • 5+ years of experience in implementing CRM & Customer Service user adoption and training strategies.
  • 5+ year of experience working with the lubricant or related industries especially in the B2B channel.
  • Strong understanding of change management methodologies (e.g., ADKAR, Kotter) and adult learning principles.
  • Experience designing and delivering training programs in partnership with relevant functions / teams.
  • Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics), AI tools, and customer service technologies.
  • Excellent communication, facilitation, and stakeholder engagement skills.
  • Certification in Change Management (e.g., Prosci, APMG) and instructional design is a plus.

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