APAC Customer Experience Leader, Growth & Commercial Enablement

BAC (Baltimore Aircoil Company, Inc.); Kuala Lumpur; Sur place; MYR 300 000 - 500 000; Plein temps

Résumé du poste

BAC (Baltimore Aircoil Company, Inc.) seeks a senior leader to drive the front-end Customer Experience strategy across APAC, strengthening engagement, commercial enablement, demand generation, and Voice of Customer capabilities.

You will optimize pre-sales and post-sales journeys using SAP CRM, Salesforce, the website, SEO/SEM, and marketing automation; build CX dashboards and analytics, and lead cross-functional teams to deliver measurable growth and lasting customer loyalty.

Qualifications

• Bachelor’s degree in Business, Marketing, Engineering, or related field.
• 15+ years experience in customer experience, digital marketing, or commercial excellence.
• Strong digital & CRM expertise (SAP CRM/Salesforce, web, SEO/SEM, social, marketing automation).

Responsabilités

• Own and optimize pre-sales digital platforms (SAP CRM, Navigator, website, social media, SEO & GEO).
• Strengthen brand positioning and enable customer interaction excellence.
• Drive sales enablement tools, content, and training to improve win rates.
• Lead customer engagement programs including key account visits, events, and experience centers.
• Utilize data and analytics to improve CX performance and ROI across the funnel.
• Build post-sales VoC programs focusing on NPS and multi-channel insights.
• Drive internal CX awareness and foster continuous improvement.

Connaissances

CX strategy

CRM expertise

Digital marketing

Data analytics

Leadership

Voice of Customer

Sales enablement

B2B industry

English fluency

Formation

Bachelor’s degree

MBA preferred

Outils

SAP CRM

Salesforce

Web

SEO/SEM

Marketing automation

Description du poste

Lead the front-end Customer Experience (CX) strategy across APAC by strengthening customer engagement, commercial enablement, demand generation, and Voice of Customer (NPS) capabilities.

Drive the transformation of how customers discover, engage with, and choose BAC by leveraging digital platforms, customer insights, data analytics, and sales enablement tools to deliver a seamless, fast, and high-impact end-to-end customer journey across both pre-sales and post-sales touchpoints.

Proactively identify and address evolving customer expectations through an outside-in approach, leveraging customer insights and feedback to continuously improve customer interactions. Ensure consistent and differentiated customer experiences across all touchpoints while coordinating APAC-wide execution to drive customer loyalty, long-term partnerships, and sustainable business growth.

Key Responsibilities

• Own and optimize pre-sales digital platforms a) Integrate and optimize platforms — SAP CRM, Navigator, website, social media, SEO & GEO, and other digital channels to build a connected digital ecosystem b) Strengthen brand positioning — ensure BAC remains top-of-mind and drives qualified demand generation c) Enable customer interaction excellence — deliver fast and accurate info to achieve Basis of Design (BOD)
• Drive sales enablement excellence Provide tools, content, resource centers, and training to improve sales speed, consistency, and win rates
• Lead customer engagement programs Deliver impactful programs including key account visits, events, test labs, and experience centers to strengthen customer relationships and brand experience
• Leverage data and analytics Utilize data to improve conversion rates, customer engagement, and overall CX performance across the funnel: Establish CX and growth dashboards — track key metrics | Enhance Pipeline visibility and forecasting quality | Enhance Marketing ROI and campaign effectiveness
• Build and scale Post-sales experience & Voice of Customer (VoC): Expand D2C digital platforms and tools | Capture VoC across touchpoints — with a strong focus on NPS and multi-channel insights | Enhance installation and ownership experience — ensure a seamless and high-quality post-sales journey | Drive engagement and loyalty — build ongoing customer relationships and repeat business | Enable closed-loop improvement — translate feedback into continuous product, service, and experience enhancements
• Drive frequent internal communication across the organization to strengthen CX awareness, reinforce the importance of customer experience, and foster a culture of continuous improvement.
• Bachelor’s degree in Business, Marketing, Engineering, or related field (MBA preferred)
• 15+ years experience in customer experience, digital marketing, or commercial excellence, covering pre- and post-sales customer journeys
• Strong digital & CRM expertise (SAP CRM/Salesforce, web, SEO/SEM, social, marketing automation), with proven ability to drive lead generation and conversion
• Comprehensive marketing and sales expertise, combined with proven project management capabilities.
• Track record of driving growth through CX initiatives, improving pipeline quality, conversion rates, and win rates
• Sales enablement experience — building tools, content, and training to improve sales effectiveness and speed
• Data-driven mindset with hands-on experience in CX dashboards and funnel analytics (conversion, engagement, ROI)
• Voice of Customer (VoC) / NPS experience, driving customer feedback, loyalty, and continuous improvement
• Post-sales / lifecycle experience — improving customer retention, repeat business, and lifetime value
• Strong cross-functional leadership across Marketing, Sales, Operations, and Systems in a matrix Organization
• Experience in B2B industrial / technical environment (HVAC, data center, equipment preferred)
• Fluency in English; Mandarin is a plus
• Strong drive and ownership mindset, delivering measurable commercial impact
• Agile, results-driven, and able to manage multiple high-impact initiatives