Customer Experience Leader - Industrial & Residential

Trojan Technologies; Petaling Jaya; On-site; MYR 180,000 - 260,000; Full time

Job summary

Trojan Technologies, based in Malaysia, seeks a Customer Experience Manager to lead end-to-end CX across Industrial and Residential segments. Design scalable CX programs that boost satisfaction, retention and loyalty while reducing friction across APAC touchpoints.

You’ll collaborate with Sales, Product Management, Operations and Service to align journeys with business outcomes, embedding VOC insights and establishing repeatable processes.

Qualifications

• Experience in customer experience management in industrial, B2B, or residential products environments.
• Bachelor’s degree in business administration, marketing, engineering, or related field.
• Proven track record designing and implementing CX or VOC programs with measurable improvements in satisfaction or retention.
• Experience with CX measurement tools (Salesforce, Medallia, Qualtrics) or similar platforms.
• Customer-centric mindset with ability to identify pain points and implement scalable CX programs.
• Strong analytical skills to translate data into actionable insights and improvements.
• Cross-functional leadership to drive alignment and execution across diverse stakeholders.
• Language: Malay / Bahasa, English; Chinese (Mandarin) highly regarded.

Responsibilities

• Understand, identify, and translate customer pain points into measurable KPIs and improvement plans across APAC.
• Establish and drive service excellence standards across customer service, field service, technical support, and aftermarket operations.
• Develop regional service operating rhythms and performance reviews for customer journey KPIs.
• Build and manage a Voice of Customer (VOC) program capturing insights across channels and touchpoints.
• Drive cross‑functional alignment with Sales, Service, Product Management, and Operations to resolve pain points.
• Champion a customer‑centric culture and embed customer feedback loops into day‑to‑day decisions.
• Manage escalations with clear resolution frameworks to reduce time-to-resolution and improve outcomes.

Skills

CX strategy

VOC program

Cross-functional leadership

Measurement & analytics

Customer success

APAC awareness

Multilingual (Malay/English/Chinese)

Education

Bachelor’s degree in Business Administration / Marketing / Engineering

Tools

Salesforce

Medallia

Qualtrics

Job description

Trojan Technologies, based in Malaysia, seeks a Customer Experience Manager to lead end-to-end CX across Industrial and Residential segments. Design scalable CX programs that boost satisfaction, retention and loyalty while reducing friction across APAC touchpoints.

You’ll collaborate with Sales, Product Management, Operations and Service to align journeys with business outcomes, embedding VOC insights and establishing repeatable processes.