Sepenuh Masa Customer Experience Manager Jobs, in Veralto Petaling Jaya - Maukerja

Customer Experience Manager

Veralto

Location

Malaysia

Position Summary

The Customer Experience Manager is responsible for leading customer experience, customer service operations, sales support, order management, and cross-functional collaboration to deliver exceptional customer satisfaction and operational excellence.

Key Responsibilities

• Lead customer experience and customer satisfaction initiatives.
• Manage customer service operations, order processing, quotations, and customer inquiries.
• Ensure timely and accurate execution of customer orders and requests.
• Act as the primary escalation point for customer concerns and service-related issues.
• Partner with Sales, Service, Supply Chain, Finance, and Operations teams.
• Drive continuous improvement and operational excellence initiatives.
• Monitor customer feedback, service levels, and customer satisfaction metrics.
• Lead and develop customer-facing teams.
• Ensure ERP and CRM data accuracy and reporting compliance.

Qualifications

• Bachelor degree in Business Administration, Science, Engineering, Environmental Science, Chemistry, Biology, or related field.
• 7-10 years of experience in Customer Experience, Customer Service, Sales Support, Commercial Operations, or related functions.
• Leadership experience managing customer-facing teams.
• Experience with ERP systems such as Oracle, SAP, or similar platforms.
• Strong stakeholder management, communication, and problem-solving skills.

Key Performance Indicators

• Customer Satisfaction (CSAT)
• Customer Retention
• Order Accuracy
• SLA Compliance
• Issue Resolution Effectiveness
• Team Productivity
• Operational Efficiency
• ERP/CRM Data Accuracy