Customer Experience Program Manager

Respond.io WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Customer Experience Program Manager

Team : Customer Experience (CX)

Role : CX Program Manager

Mode : Full‑time role

About Respond.io

Founded in Hong Kong in early 2017, Respond.io is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messaging, web chat, and email. Our excellence has been recognized by G2 and honoured with the SME100 Award, underscoring our rapid growth and innovative solutions. Operating in 127 countries and dominating key markets in LATAM, EMEA, and APAC, we serve an impressive roster of industry‑leading clients.

Our workforce is a testament to our global reach, with a remote workforce and employees from all around the world, contributing to our diverse and inclusive culture. At Respond.io, we are not just a platform—we are a movement, pushing the boundaries of customer communication for tech‑savvy organizations worldwide. Join us, and be part of a team that is shaping the future of business messaging!

Role Description

We are looking for a Customer Experience Program Manager to turn customer insights into action—designing and executing projects that help customers stay longer, use more, and spend more.

This is a hands‑on role for someone who can move from data to execution quickly. You’ll partner with our CX Analysts, CX Ops, and Leadership to identify retention and growth opportunities, build structured programs, and measure impact. The ideal candidate is data‑driven, highly organized, and thrives in fast‑paced SaaS environments.

Responsibilities

• Analyze customer segments and trends to uncover opportunities for retention and expansion.
• Translate insights into actionable projects that drive adoption, engagement, and renewal.
• Design and execute 2–3 retention or growth programs per quarter with clear goals, owners, and timelines.
• Collaborate with analysts, ops, and leadership to ensure alignment and visibility.
• Communicate updates and improvements to customers clearly and proactively.
• Leverage automation and dashboards to make progress and impact visible.
• Track project results and report measurable business outcomes—NRR, churn reduction, faster adoption.
• Continuously refine processes and scale what works.

Qualifications

Must‑Haves

Nice‑to‑Haves

Soft Skills

Here’s What’s In It For You

Seniority level

Executive

Employment type

Full‑time

Job function

Information Technology and Customer Service

Industries

IT Services and IT Consulting, Software Development, and IT System Custom Software Development

#J-18808-Ljbffr