Customer Service Manager

BLOOMTHIS FLORA SDN. BHD.; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Outpatient Clinic

Staff Credit

Staff Purchase

Job summary

BloomThis Flora Sdn Bhd in Malaysia seeks a Customer Experience Manager who elevates service to an extraordinary level. You will lead the CX team, shaping interactions into moments of premium care and lasting brand love.

You will design the Bloomthis Way, train staff on soft skills, manage high-stakes escalations with poise, and monitor CX metrics to remove friction in the customer journey. This role blends people leadership with data-driven improvement.

Qualifications

• 7+ years in a premium environment (Luxury Retail, High-end Hospitality, or PR).
• Exceptional language command to turn tense interactions into positive experiences.
• Experience building training programs or service frameworks.
• High EQ and customer-centric mindset for brand protection.

Responsibilities

• Define the Bloomthis Way by creating the Service Culture Playbook.
• Coach the CX team through training on soft skills and brand voice.
• Lead luxury service recovery with decisive decisions.
• Track CX metrics (NPS, CSAT, First Response Time, Retention) to identify friction.
• Advocate for customers in cross-functional meetings (Operations, Tech, Logistics).
• Design surprise & delight moments to elevate every purchase.

Skills

Customer Experience

People Leadership

Communication

Job description

At Bloomthis, we don’t just deliver flowers; we deliver the moments that define lives. We are looking for a Customer Experience Manager, a leader who breathes premium service and understands that \"good enough\" is the enemy of \"extraordinary.\"

You will lead our CX team to move beyond \"support\" and toward \"Customer Relations.\" You are the guardian of our brand love, turning every interaction into a reason for a customer to stay for life.

Key Responsibilities

Define the \"Bloomthis Way\" (The Playbook): Create and own the Service Culture Playbook. You will design the scripts, the tone of voice, and the \"unboxing\" of our service experience to ensure it feels premium, empathetic, and effortless.

Coach & Elevate (Training): You are a teacher at heart. You will personally train the team on soft skills, high-level communication, and the \"art of the save,\" ensuring every team member sounds like a brand ambassador, not a call center agent.

Luxury Service Recovery: Manage high-stakes escalations with the poise of a 5-star hotel manager. You’ll have the autonomy to make \"make-it-right\" decisions that protect our brand reputation.

Operational Common Sense & CX Intelligence: While you are a \"people person,\" you are also a \"data person.\" You will track and optimize key CX metrics (NPS, CSAT, First Response Time, and Retention) to identify friction points in the customer journey.

Cross-Functional Advocacy: Be the voice of the customer in meetings with Operations, Tech, and Logistics. If a delivery route is hurting the customer experience, you are the one to highlight it and help solve it.

Proactive Brand Love: Design \"surprise and delight\" moments that exceed expectations, transforming a standard purchase into an Anantara-level memory.

Who You Are (Requirements)

The Pedigree: 7+ years in a premium environment (Luxury Retail, High-end Hospitality, or PR). You understand what \"Premium\" feels, looks, and sounds like.

The Communicator: You have an exceptional command of language, allowing you to turn tense or frustrating customer interactions into clam, positive experience through clear, thoughtful communication.

The Architect: You’ve built training programs or service frameworks before. You know how to take a vision and turn it into a repeatable process for a team.

The Logic: You possess \"Operational Common Sense.\" You can look at a spreadsheet of delivery delays and immediately pinpoint the reputational risk and the solution.

The Heart: High EQ is non-negotiable. You genuinely care about the \"why\" behind a gift, whether it’s a wedding, a funeral, or a \"just because.\"

Perks and benefits Medical Dental Vision Outpatient Clinic, Staff Credit, Staff Purchase Di

Company Name:

BloomThis Flora Sdn Bhd

Locations:

Type of Business:

On-demand E-commerce for Flower and Giftings

About Us:

Hi. We're BloomThis, the moments company.

We're all about creating moments of happiness. From happy celebrations to romantic promises, reunions you can't wait to happen, to farewells you never want to end. Big or small - we believe life is filled with countless moments worth celebrating, whether with flowers or gifts.

Our Products and Services:

Exquisite handcrafted flower bouquetsArtfully designed floral arrangements for all occasionsCurated gift sets with a personal touchSame-day delivery, Express deliveryNationwide delivery serviceSubscription services for a regular dose of floral happiness

Specialty Retail 51-100 employees