Customer Experience Program Managerrespond.io • Port Klang, Port Klang, Malaysia
Customer Experience Program Manager
respond.io • Port Klang, Port Klang, Malaysia
1 hari lalu
Penerangan pekerjaanProven experience running customer retention, adoption, or lifecycle programs (preferably in SaaS). Strong project management and coordination skills. Ability to read and act on customer data (Excel, dashboards, or similar). Proficiency with no‑code tools such as Zapier, HubSpot, or Notion. Highly self‑sufficient and able to execute once goals are set. Background in Customer Success, CX Operations, or Lifecycle Marketing. Familiarity with retention metrics like NRR, churn rate, or expansion revenue. Experience working in fast‑paced, cross‑functional teams. Uses AI or automation tools to improve productivity. Excellent communication skills in English with the ability to explain complex ideas clearly. Nimble and agile team player who thrives in a fast‑paced startup environment. You will become part of an amazing culture with smart teammates who actually care. You will grow more here than you would anywhere else, that is a promise. Pizza parties, birthday cakes, social events (Laser tag, go‑cart, paintball), you'll always be looking forward to it! Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office! You'll get to experience a very competitive compensation. You'll be covered exclusively on one of the highest medical and dental insurance especially for you. Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers … you name it, we have it. Flexible working environment and working hours. Beer O'Clock on Fridays? Naah, we have it every day!
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
Buat amaran kerja untuk carian ini
Program Manager • Port Klang, Port Klang, Malaysia
Pekerjaan berkaitan
%20Sdn%20Bhd)
Technical Product Manager, SaaS Platform & Automation
Advice Corporation • Sepang, Selangor, Malaysia
A leading marketing technology firm in Malaysia is seeking a Technical Product Manager to lead platform delivery and improve operational efficiency.
You will work with cross-functional teams to driv...Tunjukkan lagi
Kemas kini terakhir: 1 hari yang lalu • Dinaikkan pangkat
Technical Product Manager
Advice Corporation • Klang City, Selangor, Malaysia
InfluenConnect™ ( is a pioneering SaaS platform launched by Comms8 in 2023 to liberate the influencer economy.The platform connects brands with over 105,000 influencers worldwide, providing transpa...Tunjukkan lagi
Kemas kini terakhir: 30+ hari yang lalu • Dinaikkan pangkat
Regional Site Management Leader Asia
GE Vernova • Kuala Selangor, Kuala Selangor, Malaysia
Manage Site Management Organization within region.Ensure successful execution of Site Projects within time and budget and develop the Site.
Strict observance and implementation of the Business EHS / Q...Tunjukkan lagi
Kemas kini terakhir: 30+ hari yang lalu • Dinaikkan pangkat
Senior Software Engineer, Card Solutions
Reap • Kuala Selangor, Kuala Selangor, Malaysia
Senior Software Engineer, Card Solutions.Senior Software Engineer, Card Solutions.Reap is a global financial technology company headquartered in Hong Kong with employees across multiple countries.W...Tunjukkan lagi
Kemas kini terakhir: 1 hari yang lalu • Dinaikkan pangkat
Global Early Careers & University Relations Director Remote
Renesas Electronics • Selayang Municipal Council, Selayang Municipal Council, Malaysia
A leading global semiconductor company in Penang is seeking a Director of Early Careers & University Relations to lead its strategy for attracting and developing emerging talent.The role involves m...Tunjukkan lagi
Kemas kini terakhir: 7 jam yang lalu • Dinaikkan pangkat • Baharu!
Program Manager
The Access Group • Kuala Lumpur, Kuala Lumpur, Malaysia
Get AI-powered advice on this job and more exclusive features.We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to gro...Tunjukkan lagi
Kemas kini terakhir: 26 hari yang lalu • Dinaikkan pangkat
Datacenter Operations Business Program Manager
Microsoft Power Platform Community • Kuala Lumpur, Kuala Lumpur, Malaysia
Datacenter Operations Business Program Manager.Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services.
As a CO+I Critical Environment Program Manager – Busines...Tunjukkan lagi
Kemas kini terakhir: 4 hari yang lalu • Dinaikkan pangkat
Resort Operations Leader : Guest Experience & Efficiency
Private Advertiser • Nilai, Negeri Sembilan, Malaysia
A leading resort operator in Malaysia is seeking an experienced Resort Operations Manager to oversee daily operations and ensure exceptional guest experiences.
The ideal candidate will have strong l...Tunjukkan lagi
Kemas kini terakhir: 4 hari yang lalu • Dinaikkan pangkat
Mandarin Speaker - Customer Support (Remote After 3 Months)
Concentrix • Selayang Municipal Council, Selayang Municipal Council, Malaysia
A customer service provider is seeking an entry-level customer service representative in Kuala Lumpur.The role offers a basic salary of RM3000, with potential allowances and the ability to work fro...Tunjukkan lagi
Kemas kini terakhir: 2 hari yang lalu • Dinaikkan pangkat
Lead Talent Acquisition : Build World-Class Teams (Remote)
Bjak • Kuala Selangor, Kuala Selangor, Malaysia
A financial services platform in Malaysia seeks a Lead, Talent Acquisition to drive recruitment efforts.This role involves managing the full-cycle hiring process and ensuring a positive candidate e...Tunjukkan lagi
Kemas kini terakhir: 4 hari yang lalu • Dinaikkan pangkat
Senior E&C Risk Governance Lead - Remote
Oman Shell • Kuala Selangor, Kuala Selangor, Malaysia
A leading energy company located in Cyberjaya is seeking an E&C Risk Governance Lead to manage E&C risk management processes, improving frameworks and reporting for stakeholder engagement.The ideal...Tunjukkan lagi
Kemas kini terakhir: 5 hari yang lalu • Dinaikkan pangkat
Remote Technical Project Manager - Blockchain Security
Placeholder • Kuala Selangor, Kuala Selangor, Malaysia
A leading technology firm is seeking an experienced Technical Project Manager in Shah Alam, Malaysia.You will manage client relationships, ensure project delivery, and work with cutting-edge blockc...Tunjukkan lagi
Kemas kini terakhir: 4 hari yang lalu • Dinaikkan pangkat
FGE, Business Development Director (min 12 months contract) - Malaysia
Frost & Sullivan • Kuala Selangor, Kuala Selangor, Malaysia
FGE, Business Development Director (min 12 months contract) - Malaysia.We are seeking individuals with strong C‑suite connections and deep local market expertise who are passionate about creating b...Tunjukkan lagi
Kemas kini terakhir: 1 hari yang lalu • Dinaikkan pangkat
Azure Architect (AI Adoption / Security)
Softenger (Malaysia) Sdn Bhd • Kuala Selangor, Kuala Selangor, Malaysia
Job Title : AI Architect (Adoption / Security).We are hiring for key roles to support a major enterprise‑scale AI transformation program.
Candidates will work closely with business and IT teams to driv...Tunjukkan lagi
Kemas kini terakhir: 4 hari yang lalu • Dinaikkan pangkat
Sales Enablement Program Manager, APAC
Trimble • Kuala Lumpur, Kuala Lumpur, Malaysia
Are you interested in delivering sales enablement programs to increase the sales success of Trimble’s channel • • • • •What You Will Do • • • •As a Channel Sales Enablement Program Manager, you’ll work with...Tunjukkan lagi
Kemas kini terakhir: 4 hari yang lalu • Dinaikkan pangkat
Customer Experience Program Manager
respond.io • Shah Alam, Shah Alam, Malaysia
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.Customer Experience Program Manager.Founded in Hong Kong in early 2017, Respond.
Business Messaging platform that seamlessly unifies custome...Tunjukkan lagi
Kemas kini terakhir: 1 hari yang lalu • Dinaikkan pangkat
CX Program Manager for Retention & Growth (SaaS, Data‑Driven)
respond.io • Kuala Lumpur, Kuala Lumpur, Malaysia
A leading messaging platform in Kuala Lumpur is seeking a Customer Experience Program Manager to turn customer insights into action.
You will analyze segments, design retention programs, and communi...Tunjukkan lagi
Kemas kini terakhir: 1 hari yang lalu • Dinaikkan pangkat
Associate Director, Organizational Change Management (OCM)
Avasant • Sepang, Sepang, Malaysia
Organizational Change Manager (OCM).Avasant is a Los Angeles, California based top management consulting and research firm providing Strategic Sourcing, IT and Business Transformation, and Global S...Tunjukkan lagi
Kemas kini terakhir: 6 hari yang lalu • Dinaikkan pangkat