Customer Experience Lead – Industrial & Residential

Hach Malaysia Sdn Bhd; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

Trojan Technologies Malaysia is seeking a Customer Experience Manager to lead end-to-end CX strategy across Industrial and Residential segments in APAC. You will design scalable programs to improve satisfaction, retention, and loyalty, partnering with Sales, Product, Operations, and Service to align journeys with business outcomes.

You will own VOC programs, define KPIs, and drive cross-functional improvements through structured problem solving, coaching teams on CX best practices, and

Qualifications

• Experience in customer experience management or related function in industrial/B2B or residential products.
• Bachelor’s degree in business administration, marketing, engineering, or related field.
• Proven CX or VOC program design with measurable impact.

Responsibilities

• Translate customer pain points into KPIs and strategic initiatives with cross-functional teams.
• Establish service excellence standards across CS, field service, and support functions.
• Develop regional service operating rhythms and performance reviews.
• Build Voice of Customer program to inform continuous improvement.
• Drive cross-functional alignment to resolve pain points and improve journey performance.
• Coach teams on CX best practices and embed feedback loops into decisions.
• Manage escalations with clear resolution frameworks to reduce time-to-resolution.

Skills

CX Management

VOC program

Cross-functional leadership

KPI tracking

NPS improvement

APAC regional experience

Education

Bachelor’s degree in Business Administration or related field

Tools

Salesforce

Medallia

Qualtrics

Job description

Trojan Technologies Malaysia is seeking a Customer Experience Manager to lead end-to-end CX strategy across Industrial and Residential segments in APAC. You will design scalable programs to improve satisfaction, retention, and loyalty, partnering with Sales, Product, Operations, and Service to align journeys with business outcomes.

You will own VOC programs, define KPIs, and drive cross-functional improvements through structured problem solving, coaching teams on CX best practices, and