Customer Experience Manager

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

Position Summary

We're seeking a Customer Experience Manager to lead and transform the end-to-end customer experience strategy across Trojan Technologies' Industrial and Residential business segments. In this role, you'll design and implement scalable CX programs that drive measurable improvements in customer satisfaction, retention, and loyalty across two distinct market segments. This is an opportunity to own a high-impact function at the intersection of strategy and execution, building a best-in-class customer experience practice within a purpose-driven, global organization. You'll work closely with Sales, Product Management, Operations, and Service teams to align customer journey strategies with business outcomes and eliminate friction at every touchpoint. Success in this role means achieving measurable improvement in Net Promoter Score (NPS) and customer satisfaction metrics within 12–18 months, while establishing repeatable, scalable processes across the Industrial and Residential portfolios.

Detailed Role Responsibilities

In this role, you will: Understand, identify, and translate customer pain points into measurable KPIs, actionable improvement plans, and strategic initiatives, by partnering with Customer Service and Field Service teams and ensuring the teams are appropriately structured, trained, and resources to deliver consistent world-class customer experience across APAC. Establish and drive service excellence standards across customer service, field service, technical support, and aftermarket operations, ensuring alignment with customer expectations and business objectives. Develop and implement regional service operating rhythms and performance reviews, ensuring customer experience KPIs are regularly monitored, reviewed, and acted upon across all functions impacting the customer journey. Build and manage a Voice of Customer (VOC) program that captures actionable insights across customer segments, channels, and touchpoints to inform continuous improvement. Drive cross-functional alignment by partnering with Sales, Service, Product Management, and Operations to resolve systemic pain points and improve journey performance. Champion a customer-centric culture by coaching internal teams on CX best practices and embedding customer feedback loops into day‑day decision‑making. Manage escalations and complex customer issues by establishing clear resolution frameworks that reduce time‑to‑resolution and improve customer outcomes.

The Customer Experience Manager will have direct ownership and accountability for the following customer experience and responsiveness metrics:

• Commercial quotation response time
• Customer inquiry response time
• Order acknowledgement cycle time
• Product delivery performance (On-Time-In-Full)
• Service response & resolution time
• Spare parts order fulfillment lead time
• Spare parts on-time delivery
• Customer complaint closure cycle time
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)

Desired Behaviors and Qualifications

• Veralto Core Behaviors Apply Insights – Listen to stakeholders, apply critical thinking, and cultivate breakthrough operational results.
• Instill Trust – Act with integrity, transparency, and accountability.
• Deliver Results – Translate strategy into execution, champion continuous improvement, and drive sustainable outcomes.
• Win as a Team – Promote collaboration, empower diverse perspectives, and foster inclusion and well‑being.

Role Specific Behaviors

Consistently listens to and interprets the voice of industrial and residential customers, translating feedback, data, and behavioral signals into concrete improvements. Demonstrates humility and self‑awareness; understands personal strengths and weaknesses and is aware of their impact on others. Shares difficult customer data openly with leadership and peers. Creates an environment that empowers diverse perspectives, builds knowledge and skills, and cultivates inclusion, belonging, and well‑being. Approaches every process, touchpoint, and metric as an opportunity to improve. Applies structured problem‑solving methodologies to identify root causes of poor customer experience and implements repeatable, scalable solutions that raise the bar over time.

III. Qualifications

Experience in customer experience management, customer success, or a related function within an industrial, B2B, or residential products environment. Bachelor’s degree in business administration, Marketing, Engineering, or a related field. Proven track record of designing and implementing CX or VOC programs that delivered measurable improvements in customer satisfaction or retention. Experience with CX measurement tools and platforms (e.g., Salesforce, Medallia, Qualtrics, or comparable systems). Customer‑centric mindset with the ability to identify customer pain points and implement scalable CX programs that drive measurable improvements in customer satisfaction. Strong analytical skills with the ability to transform complex customer data into actionable insights and improvement opportunities. Cross‑functional leadership and influence skills with a proven ability to drive alignment, execution, and measurable results across diverse stakeholder groups. Language: Good working knowledge of Malay / Bahasa, English and Chinese (Mandarin) will be highly regarded.

Location Malaysia – KL but other locations can be discussed.

Other Duties

The associate may be asked to perform other duties as required or assigned which are reasonably within the scope of the duties in this job classification.

Health & Safety

Health & Safety is a shared responsibility at Trojan Technologies and is built into every job function. All associates are expected to contribute to a safe workplace by following established policies, identifying risks, and supporting continuous improvement. Supervisors also have specific duties under the Occupational Health and Safety Act, and additional training will be provided as required.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.