Customer Experience Architect — Brand & Platform

JONKER DISTRIBUTION SERVICES SDN. BHD.; Malacca City; On-site; MYR 120,000 - 180,000; Full time

Job summary

Jonker Distribution Services Sdn. Bhd. in Malaysia seeks a Customer Experience & Brand leader to steer the Customer Service Department and oversee the full customer journey across all brands and online platforms.

You will lead the Customer Service Team, drive continuous improvement, and develop experience strategies that boost satisfaction, loyalty, and brand reputation. The role collaborates with Marketing, Sales, Operations, Warehouse and E‑Commerce to optimize processes and ensure consistent

Qualifications

• Strategic leadership for the Customer Service Department
• Alignment between customer service, operations, sales, and marketing

Responsibilities

• Lead, mentor, and manage the Customer Service Team to achieve departmental objectives and KPIs.
• Develop leadership capabilities within the Customer Service Department through coaching, guidance, and performance reviews.
• Review departmental structure, manpower planning, and succession planning.
• Foster a customer-centric culture across the organization.
• Develop and implement customer experience strategies to improve customer satisfaction and loyalty.
• Establish departmental KPIs and monitor overall performance across all customer service channels.
• Review customer feedback, complaints, and service trends to identify opportunities for improvement.
• Drive initiatives to enhance customer satisfaction, service quality, and platform performance.
• Oversee customer experience across all online platforms, including TikTok Shop, Shopee, company website, WhatsApp, and other digital channels.
• Safeguard and strengthen the company's brand reputation through service excellence.
• Ensure customer service standards are consistent across all brands and platforms.
• Support major campaigns, product launches, and promotional activities from a customer experience perspective.
• Work closely with Marketing, Sales, Operations, Warehouse, Production, and E-Commerce teams to improve the overall customer journey.
• Review and approve improvements to customer service SOPs, workflows, and operational processes.
• Identify automation, system enhancements, and process improvements to increase efficiency.
• Recommend strategic initiatives to improve customer retention and business performance.
• Lead customer experience projects and continuous improvement initiatives.
• Perform any other duties assigned by Management from time to time.

Job description

Jonker Distribution Services Sdn. Bhd. in Malaysia seeks a Customer Experience & Brand leader to steer the Customer Service Department and oversee the full customer journey across all brands and online platforms.

You will lead the Customer Service Team, drive continuous improvement, and develop experience strategies that boost satisfaction, loyalty, and brand reputation. The role collaborates with Marketing, Sales, Operations, Warehouse and E‑Commerce to optimize processes and ensure consistent