Customer Experience & Retail Team Lead

Corvan; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Corvan, a leading Malaysian home appliance brand, seeks a Customer Experience & Retail leader to head the CX & Retail teams. You will drive fast, professional, empathetic support across channels, coach staff, and implement process improvements to elevate every customer interaction.

Ideal candidate holds a Diploma or Bachelor’s in a related field, with strong leadership, communication, and analytical skills to manage service and showroom operations in a fast-paced environment.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Marketing, Communications or related field.

Responsibilities

• Lead, coach and develop the Customer Experience & Retail team across multiple channels.
• Manage daily customer service operations across phone, email, WhatsApp, social media and walk-in customers.
• Handle escalations and ensure fair, timely resolutions while driving customer satisfaction.
• Develop and improve SOPs for customer service and retail operations; update HubSpot tickets and records.
• Collaborate with Technical, Warehouse and Marketing teams to improve end-to-end customer journey.
• Monitor KPIs and productivity; conduct regular coaching sessions and performance reviews.
• Prepare weekly and monthly customer service reports and assist management with improvements.

Skills

Leadership

Communication

Conflict resolution

Emotional intelligence

Organization & time management

Analytical skills

Multitasking

MS Office (Excel/Word/PowerPoint)

CRM familiarity

Education

Diploma/Bachelor's in Business Administration/Marketing/Communications

Tools

CRM software

Job description

Who or is Corvan? Established in 2014, Corvan is one of Malaysia's leading home appliance brands and a Top 10 brand on Shopee and Lazada. We have been featured by Says, World of Buzz, BFM and ProductNation, serving hundreds of thousands of customers through innovative products such as the Corvan Spot Cleaner, Cordless Vacuum Cleaner and other award-winning home appliances. At Corvan, we believe that great products deserve equally outstanding after-sales service. As we continue to grow, we're looking for passionate leaders who can elevate every customer interaction and build a world-class customer experience.

About the Role

Who is our ideal candidate? Hopefully, you! We're looking for an experienced, customer-obsessed leader to head our Customer Experience & Retail team. This role is perfect for someone who enjoys solving customer problems, coaching people, improving processes and ensuring every customer walks away with a positive experience. You'll lead our Customer Service and Experience Centre operations, ensuring customers receive fast, professional and empathetic support while driving operational excellence across retail, after-sales and customer communications. You should be someone who enjoys building systems, developing people and using data to improve customer satisfaction.

Responsibilities

• Customer Experience Leadership
• Lead, coach and develop the Customer Experience & Retail team.
• Manage daily customer service operations across phone, email, WhatsApp, social media and walk-in customers.
• Handle complex customer escalations and ensure fair, timely resolutions.
• Build a customer-first culture within the team.
• Oversee daily operations of Corvan's Experience Centre and Service Centre.
• Ensure the showroom is clean, organised and provides an excellent customer experience.
• Improve walk-in customer conversion and retail sales.
• Ensure product displays, pricing and promotional materials are updated.
• Monitor response times and ensure all enquiries are attended to promptly.
• Ensure customer complaints are resolved professionally with minimal follow-up.
• Continuously improve customer satisfaction through better communication and processes.
• Identify recurring customer pain points and work with internal teams to eliminate root causes.
• Team Management
• Schedule manpower to ensure adequate customer coverage.
• Monitor team KPIs and productivity.
• Conduct regular coaching sessions and performance reviews.
• Train new Customer Experience Executives on SOPs and customer handling.
• Process Improvement
• Develop and improve SOPs for customer service and retail operations.
• Ensure HubSpot tickets and customer records are updated accurately.
• Work closely with Technical, Warehouse and Marketing teams to improve the end-to-end customer journey.
• Analyse customer feedback and recommend improvements.
• Administration & Operations
• Ensure proper documentation and filing of customer records.
• Coordinate logistics relating to customer service activities.
• Monitor office supplies and retail inventory.
• Prepare weekly and monthly customer service reports.
• Assist management with operational improvement initiatives.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Marketing, Communications or related field.

Required Skills

• Excellent leadership and people management skills
• Outstanding communication skills in English and Bahasa Malaysia
• Strong conflict resolution and negotiation skills
• High emotional intelligence and empathy
• Excellent organisational and time management skills
• Strong analytical and problem-solving abilities
• Ability to multitask in a fast-paced environment
• Proficiency in Microsoft Excel, Word and PowerPoint
• Comfortable using CRM and digital tools

Preferred Skills

• Experience managing customer escalations is highly preferred.
• Experience using CRM software (HubSpot, Zendesk, Salesforce or similar) is an advantage.