Assistant Consumer Experience Manager

Reckitt Benckiser LLC; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A global leader in health and hygiene seeks an Assistant Consumer Experience Manager to enhance brand experiences across Malaysia and Singapore. This role involves journey mapping, content strategy, and performance analytics, with a focus on consumer satisfaction and engagement. Join a dynamic team dedicated to delivering exceptional consumer interactions and driving brand loyalty.

Benefits

Parental benefits

Employee Assistance Program

Mental health support

Life insurance for all employees

Global share plans

Short-term incentives for performance

Qualifications

• 2-4 years’ experience in digital marketing, UX/CX, CRM, or consumer insights.
• Familiarity with journey mapping and digital analytics tools.
• Strong consumer-first mindset and attention to detail.

Responsibilities

• Assist in mapping and optimizing the consumer journey across channels.
• Collaborate with brand and digital teams to align content with consumer expectations.
• Track consumer behavior metrics and measure journey performance.

Skills

Digital Marketing

Consumer Insights

User Experience (UX)

CRM

Stakeholder Management

Education

Bachelor's degree in Marketing

Bachelor's degree in Digital Media

Tools

Salesforce

Adobe

Google Analytics 4

Hotjar

Meta Insights

Job description

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We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Marketing

Marketing is at the heart of Reckitt. We pride ourselves on our unique way of driving growth for some of the world's most loved and trusted health, hygiene and nutrition brands.Our purpose and fight are what motivates us to design and deliver distinctive communications throughout our consumer funnel, so that we deliver category growth as well as a positive impact on society.With extensive media and digital teams embedded throughout the organisation, we measure both our business and our societal impact. Our global teams lead on our overarching brand strategy, brand guardianship and innovation pipeline in close partnership with R&D. Leaving our local marketing teams to deliver on our regional goals in partnership with our Sales teams.With the scale of our 2500 marketing community - alongside our leading-edge Marketing Academy - your opportunities to grow and upskill will be extensive.

About the role

We are looking for a passionate and consumer-obsessed Assistant Consumer Experience Manager to help shape and deliver seamless, personalized, and connected brand experiences across Malaysia and Singapore. Based in Kuala Lumpur, you’ll work across the full consumer journey—from awareness to advocacy—integrating digital, content, CRM, e-commerce, and offline brand touchpoints.

Your responsibilities

End-to-End Consumer Journey Mapping & Optimization

• Assist in mapping and optimizing the consumer journey across digital and physical channels
• Support in identifying experience gaps and design interventions that drive satisfaction, loyalty, and conversion
• Collaborate with brand and digital teams to ensure all content and interactions align with consumer expectations and brand equity
• Support execution of CRM strategies, including audience segmentation, triggered communications, and lifecycle engagement
• Coordinate with performance and e-commerce teams to deliver personalized content across owned and paid touchpoints
• Help manage CRM platforms, campaign calendars, and performance tracking

Content & Experience Strategy

• Work closely with the content and media teams to ensure consistent brand storytelling across platforms
• Support development of localised assets for brand sites, e-commerce, and social that enhance engagement and drive action
• Monitor consumer feedback from digital and offline sources (social listening, reviews, surveys) to inform content and UX strategy

Analytics & Insights

• Track consumer behavior metrics such as engagement, bounce rate, time on site, and NPS
• Work with internal and external analytics teams to measure journey performance and identify optimization opportunities
• Share monthly dashboards with key insights and recommendations

Key Performance Indicators (KPIs)

• Consumer Satisfaction Scores (e.g., CSAT, NPS) across digital and physical journeys
• Bounce Rate and Time-on-Site Improvements
• Digital Experience Completion Rate (e.g., landing page scrolls, form fills)
• Cross-Channel Consistency Score (internal audits or 3rd-party UX assessments)
• Consumer Feedback Loop Closure Rate (based on social/listening & CS channels)
  

The experience we're looking for

• Bachelor’s degree in Marketing, Digital Media, or related discipline
• 2–4 years’ experience in digital marketing, UX/CX, CRM, or consumer insights
• Familiarity with journey mapping, CRM platforms (e.g., Salesforce, Adobe), and digital analytics tools (e.g., GA4, Hotjar, Meta Insights)
• A strong consumer-first mindset and attention to detail
• Strong coordination and stakeholder management skills
• Ability to work across markets and with cross-functional teams in a fast-paced environment
  

The skills for success

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way.We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you.All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.