Customer Experience Manager

Zebra Shipping Sdn. Bhd.; Johor Bahru; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to lead and optimize online operations. This role offers the chance to drive operational excellence and foster a culture of customer obsession. You will manage high-performing teams and collaborate with various departments to enhance service delivery. Join during an exciting growth phase, where your contributions will significantly impact the scaling of the organization. If you are passionate about customer experience and eager to make a difference, this opportunity is for you.

Qualifications

• Proven experience in managing customer experience operations.
• Demonstrated leadership skills with a track record of driving team performance.

Responsibilities

• Manage and motivate customer experience teams to deliver exceptional service.
• Oversee daily operations to ensure service levels and customer satisfaction.

Skills

Customer Experience Management

Team Leadership

Data-Driven Decision Making

Operational Excellence

Call Centre Technology

Education

Bachelor's Degree

Job description

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As the Customer Experience Manager, you will play a key role in managing and optimizing our online customer experience operations. Reporting to the Customer Experience Senior Manager, you will oversee daily operations, ensuring a high standard of service, and contribute to scaling our operations as we expand. We are looking for a leader who has experience in managing high-performing teams and is focused on driving operational excellence.

You will be responsible for:

1. Customer-Centric Leadership: Manage and motivate customer experience teams under your care, fostering a culture of customer obsession. Work closely with the Senior Manager to implement strategies that deliver exceptional service quality.
2. Operational Excellence: Oversee daily operations to ensure service levels, productivity, and customer satisfaction are consistently achieved. Address any operational challenges promptly.
3. Performance Optimization: Utilize data-driven approaches to improve processes, reduce response times, and enhance overall service standards.
4. Training & Development: Support the design and delivery of training programs to ensure team members maintain consistent, high-quality service. Facilitate ongoing development to meet evolving business needs.
5. Capacity Planning: Assist the Senior Manager in mid- to long-term planning for capacity and resource management. Ensure your teams are adequately staffed to meet customer demands.
6. Cross-Functional Collaboration: Partner with the Senior Manager and other departments such as Product, Marketing, and Logistics to address customer pain points and support continuous improvement initiatives.

What you’ll need:

• Proven experience in managing customer experience operations, preferably within call centres or customer support environments in Malaysia, supporting global markets.
• Demonstrated leadership skills with a track record of driving team performance and customer-centric initiatives.
• Solid understanding of customer service metrics, call centre technology, and operational KPIs.
• Passionate about customer experience and driven to make a meaningful impact on service delivery.
• Experience with both BPO and in-house operations is a plus. Data-driven mindset with a focus on process improvement and performance optimization.

Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28

Job Arrangement: Onsite

Working Hours: Rotational Shift (including night shifts). Five-day workweek which may include the weekends and Public Holidays.

What we promise:

Our first promise - the ride of a lifetime

You will be joining the company in its most exciting phase, where we have proven our product market fit. With the growing online penetration of furniture, we will scale from 1 to 100. You will witness the rapid scaling of our customers and organization.

The second promise - a good place to work

We are building a company that puts people as the company’s core strategy for success. It’s our mandate to make every employee perform to their highest potential so that they can do the very best work of their lives here, in Castlery.

We deeply value the employee’s growth, ensuring a good onboarding experience, building career development, clarity on the company strategy and everyone’s contribution to the bigger picture.

Create a supportive, transparent and flexible work environment to enable our people to be highly productive and creative.

Design and provide effective technical, managerial, culture and leadership training programs to help our people learn and grow.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• How many years' experience do you have as a Customer Experience Manager?
• Have you worked in a call centre before?

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