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Senior Manager, Customer Experience
Sinergia Talents Sdn BhdPetaling Jaya, Selangor, Malaysia30+ days ago
Job type
- Quick Apply
Job descriptionLead the design and execution of customer feedback programs. Analyze data from NPS, CSAT, and other metrics to identify improvement areas. Present actionable insights to senior leadership through dashboards and reports. Oversee the deployment and optimization of CX platforms and tools. Ensure proper configuration, integration, and user training in collaboration with IT. Monitor tool performance and recommend enhancements as needed. Establish and maintain a robust complaints management framework. Oversee resolution of escalated issues, ensuring timely and satisfactory outcomes. Track and analyze complaints data to identify systemic issues and drive improvements. Serve as a key CX representative in client meetings and reviews. Gather direct client feedback to inform service improvements. Build strong relationships with strategic partners to enhance satisfaction and loyalty. Work closely with Operations, other Transformation teams (Business Excellence, Quality & Training, Digital & Onboarding) and Business Development to align CX initiatives. Support training programs that reinforce service excellence and customer empathy. Work closely with internal stakeholders to align CX initiatives with business goals. Manage, coach team, and foster a culture of customer obsession, innovation, and accountability Act as a regional CX ambassador, sharing best practices and success stories across markets. Degree with minimum 10 years of experience in customer experience roles. Spent at least 4 years in a leadership role and exposure to working in a fast pace organization Proven leadership in multicultural and regional environments. Strong analytical skills and experience with CX metrics and reporting. Proficiency in CX tools (e.g., CRM, feedback platforms, analytics dashboards). Excellent communication and stakeholder management skills. Experience in client-facing roles, with the ability to build trust and credibility. Preferably experience in the insurance, assistance, or service industries. Familiarity with East Asian markets and customer behavior.
JOB RESPONSIBILITIES :
Customer Experience Strategy & Leadership
- Develop and implement regional CX strategies aligned with business goals with local twist when it makes sense.
- Champion a customer-centric culture across all levels of the organization.
- Stay informed on CX trends and best practices, integrating relevant innovations.
Voice of the Customer & Insights
CX Tools & Technology
Complaints Management
Client Engagement
Cross-Functional Collaboration
Team Leadership & Development
JOB REQUIREMENTS & QUALIFICATIONS :
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Manager Customer Experience • Petaling Jaya, Selangor, Malaysia
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