Customer Satisfaction Manager

Gateway Search; Petaling Jaya; On-site; MYR 180,000 - 240,000; Full time

Job summary

Gateway Search is seeking a Customer Satisfaction Strategy Manager to lead customer experience programs across markets. The role translates insights, feedback and market data into initiatives that boost satisfaction, loyalty and business results.

You will collaborate with Sales, Marketing, Operations, Service, Product and Quality to identify pain points and implement standardized CX processes, with a focus on regional alignment and leadership support.

Qualifications

• Bachelor's degree in Business, Marketing, Customer Experience, Communications, Data Analytics or related field.
• 8+ years of experience in customer experience, customer satisfaction, customer insights, service strategy or related areas.
• Experience managing NPS, CSAT, VOC, surveys and feedback programmes.
• Strong analytical skills translating data into business recommendations.
• Proven cross-functional and regional project management experience.
• Strong stakeholder management and senior-management presentation skills.
• Knowledge of customer journey mapping, root-cause analysis and continuous improvement.
• Experience in multinational or regional environments preferred.
• Proficiency in Excel, PowerPoint; CRM, BI or CX platforms an advantage.

Responsibilities

• Develop and implement customer satisfaction and customer experience strategies aligned with business objectives.
• Establish customer satisfaction frameworks, KPIs and measurement methodologies across markets.
• Analyse customer feedback, NPS/CSAT, surveys and complaints to identify trends and gaps.
• Translate insights into actionable strategies and improvement programmes.
• Lead VOC programmes and customer feedback mechanisms.
• Monitor NPS, CSAT, CES, retention and other indicators.
• Identify root causes of dissatisfaction and drive corrective actions.
• Prepare management reports, dashboards and presentations on customer trends and actions.
• Drive cross-functional initiatives to improve customer journeys.
• Review touchpoints and opportunities to enhance processes and service quality.
• Track initiatives and measure impact on satisfaction and performance.
• Establish best practices and standardised CX processes across markets.
• Partner with Sales, Service, Operations, Product, Quality and Marketing to embed customer-centric thinking.
• Present insights and progress to senior management and run workshops.

Skills

NPS

CSAT

VOC

Customer analytics

Education

Bachelor's degree in Business/Marketing/Customer Experience/Data Analytics

Tools

CRM systems

BI tools

Excel

PowerPoint

Job description

We are looking for a Customer Satisfaction Strategy Manager to lead the development and execution of customer experience and satisfaction strategies across the business. This role will translate customer insights, satisfaction data and market feedback into actionable initiatives that improve customer experience, loyalty and business performance.

The successful candidate will work closely with cross-functional and regional teams including Sales, Marketing, Operations, Service, Product and Quality to identify customer pain points, drive improvement initiatives and establish a consistent customer-centric approach across markets.

Key Responsibilities

Customer Satisfaction Strategy

• Develop and implement customer satisfaction and customer experience strategies aligned with overall business objectives.
• Establish customer satisfaction frameworks, KPIs and measurement methodologies across markets and business units.
• Analyse customer feedback, NPS/CSAT, surveys, complaints and other customer data to identify trends, gaps and improvement opportunities.
• Translate customer insights into actionable strategies and improvement programmes.

Customer Insights & Analytics

• Lead customer satisfaction surveys, VOC (Voice of Customer) programmes and customer feedback mechanisms.
• Monitor NPS, CSAT, CES, retention, complaints and other customer experience indicators.
• Identify root causes of customer dissatisfaction and work with relevant teams to develop corrective actions.
• Prepare management reports, dashboards and presentations highlighting customer trends, key issues and recommended actions.
• Drive cross-functional initiatives to address key customer pain points and improve customer journeys.
• Map and review key customer touchpoints and identify opportunities to improve processes, service quality and customer experience.
• Track improvement initiatives and measure their impact on customer satisfaction and business performance.
• Establish best practices and standardised customer experience processes across markets.

Stakeholder & Regional Collaboration

• Partner with Sales, Service, Operations, Product, Quality and Marketing teams to embed customer-centric thinking into business processes.
• Work with country and regional teams to understand market-specific customer needs while maintaining consistent customer experience standards.
• Present customer insights, strategic recommendations and progress updates to senior management.
• Facilitate workshops and cross-functional discussions to drive customer experience improvements.

Governance & Performance Management

• Establish governance mechanisms for customer satisfaction performance and improvement programmes.
• Develop regular reporting and review mechanisms for senior leadership.
• Benchmark customer experience performance against industry standards and competitors.
• Support the development of customer experience policies, standards and guidelines.

Requirements

• Bachelor's degree in Business, Marketing, Customer Experience, Communications, Data Analytics or a related discipline.
• 8+ years of experience in customer experience, customer satisfaction, customer insights, service strategy, business transformation or related areas.
• Experience managing NPS, CSAT, VOC, customer surveys and customer feedback programmes.
• Strong analytical skills with the ability to translate customer data into meaningful business recommendations.
• Demonstrated experience managing cross-functional and regional projects.
• Strong stakeholder management and communication skills, including experience presenting to senior management.
• Strong understanding of customer journey mapping, root-cause analysis and continuous improvement methodologies.
• Experience working in a multinational or regional environment is preferred.
• Proficiency in Excel, PowerPoint and customer analytics/reporting tools; experience with CRM, BI or customer experience platforms is an advantage.
• Willingness to work across different markets and cultures.