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10 дней назад

Customer Experience Manager (Industrial and Residential)

Формат работы
onsite
Тип работы
fulltime
Английский
b2
Страна
Malaysia
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Customer Experience Manager (Industrial and Residential): Designing and implementing scalable customer experience and Voice of Customer programs across industrial and residential business segments with an accent on customer satisfaction, retention, service excellence, and measurable CX performance. Focus on translating customer pain points into KPIs, coordinating cross-functional improvements, and reducing response, resolution, delivery, and complaint-closure times across APAC.

Location: Malaysia – Kuala Lumpur; other locations can be discussed

Company

hirify.global operates within Veralto and develops solutions serving industrial and residential markets.

What you will do

  • Lead the end-to-end customer experience strategy across industrial and residential business segments.
  • Translate customer pain points and feedback into KPIs, improvement plans, and strategic initiatives.
  • Establish service excellence standards across customer service, field service, technical support, and aftermarket operations.
  • Develop regional service operating rhythms and performance reviews across APAC.
  • Build and manage a Voice of Customer program across customer segments, channels, and touchpoints.
  • Manage escalations and complex customer issues while improving response, resolution, delivery, CSAT, and NPS performance.

Requirements

  • Experience in customer experience management, customer success, or a related function in an industrial, B2B, or residential products environment.
  • Bachelor’s degree in business administration, marketing, engineering, or a related field.
  • Experience designing and implementing CX or Voice of Customer programs with measurable customer satisfaction or retention improvements.
  • Experience with CX measurement tools and platforms such as Salesforce, Medallia, Qualtrics, or comparable systems.
  • Strong analytical, cross-functional leadership, influence, and structured problem-solving skills.
  • Working knowledge of Malay or Bahasa, English, and Mandarin Chinese is highly regarded.

Culture & Benefits

  • Work across Sales, Product Management, Operations, Service, Customer Service, and Field Service functions.
  • Promote customer-centric decision-making, continuous improvement, inclusion, belonging, and well-being.
  • Contribute to workplace health and safety and receive additional training as required.
  • Operate within Veralto’s principles of applying insights, instilling trust, delivering results, and winning as a team.

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