Customer Experience Manager

HACH MALAYSIA SDN BHD; Petaling Jaya; On-site; MYR 180,000 - 280,000; Full time

Job summary

Trojan Technologies seeks a Customer Experience Manager to lead and transform the end-to-end customer experience across Industrial and Residential segments. You will design and implement scalable CX programs that drive improvements in satisfaction, retention, and loyalty with a focus on measurable NPS growth within 12–18 months.

You will partner with Sales, Product Management, Operations and Service to align journeys with business outcomes, eliminate friction at touchpoints, coach teams on CX

Qualifications

• Experience in customer experience management, customer success, or related function within industrial/B2B/residential products.
• Proven track record designing and implementing CX or VOC programs that improved customer satisfaction/retention.
• Strong ability to translate customer insights into measurable KPIs and initiatives.

Responsibilities

• Understand, identify, and translate customer pain points into measurable KPIs and strategic initiatives across APAC.
• Establish and drive service excellence standards across customer service, field service, technical support, and aftermarket operations.
• Develop and implement regional service operating rhythms and performance reviews for customer journey KPIs.
• Build and manage a VOC program capturing insights across segments, channels, and touchpoints.
• Drive cross-functional alignment with Sales, Service, Product Management, and Operations to resolve pain points.
• Coach internal teams on CX best practices and embed customer feedback loops in decision-making.
• Manage escalations and complex customer issues with clear resolution frameworks.

Skills

CX leadership

Data analysis

KPI design

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, Marketing, Engineering, or related field

Tools

Salesforce

Medallia

Qualtrics

Job description

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.

Key responsibilities

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 resourced 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-to-day decision-making.

Manage escalations and complex customer issues by establishing clear resolution frameworks that reduce time-to-resolution and improve customer outcomes.

About you

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.

Good working knowledge of Bahasa, English and Chinese (Mandarin) will be highly regarded.

About us

Trojan Technologies is a purpose-driven, global organization.