CX General Manager

Hays Recruiting MY; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Join a leading property group as a Deputy General Manager of Experience Management, where you'll design and execute a world-class customer experience strategy. In this pivotal role, you'll lead initiatives that shape customer loyalty and advocate for a culture centered around exceptional service.

Benefits

Pivotal leadership role

Dynamic working environment

Opportunities for cross-functional work

Qualifications

• Minimum 5 years of managerial experience in Customer Experience or similar roles.
• Proven ability to lead high-performing teams and drive change management.
• Strong track record in cross-functional program execution and KPI tracking.

Responsibilities

• Collaborating with stakeholders to shape and implement the customer experience strategy.
• Leading the Voice of Customer program, including CSAT and NPS metrics.
• Driving service improvement strategies and tracking key CX initiatives.

Skills

Leadership

Stakeholder Engagement

Analytical Skills

Communication

Education

Degree in any discipline

Job description

JD: Deputy General Manager – Experience Management

Your new company

The Property Group is committed to delivering exceptional customer experiences and building a strong, loyal customer base through innovative strategies, data-driven insights, and seamless cross-functional collaboration.

️ Your new role

As the Deputy General Manager of Experience Management, you'll be at the forefront of designing, executing, and refining a world-class customer experience vision. Your responsibilities will include:

Collaborating with stakeholders to shape and implement the customer experience strategy

Leading the Voice of Customer program, including CSAT and NPS metrics

Generating actionable insights through data storytelling, dashboarding, and analytics

Driving service improvement strategies and tracking key CX initiatives

Ensuring customer feedback informs business decisions at the leadership level

Overseeing CSAT Labs and developing responsive CX strategies

Facilitating interdepartmental collaboration for seamless customer journeys

Designing experiences that resonate across all customer touchpoints

Establishing and advocating for key performance indicators tied to loyalty and satisfaction

Steering customer loyalty efforts through a dedicated membership program

What you'll need to succeed

A degree in any discipline

Minimum 5 years of managerial experience in Customer Experience or similar roles

Proven ability to lead high-performing teams and drive change management

Strong track record in cross-functional program execution and KPI tracking

Excellent communication and stakeholder engagement skills

Analytical mindset with a knack for root cause analysis and insight discovery

What you'll get in return

A pivotal leadership role in shaping customer-centric culture

Opportunities to work across multiple functions in a forward-thinking organisation

A dynamic environment where innovation and data meet actionable impact

The chance to influence brand perception and customer loyalty on a large scale

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

#1277531 - Bhing Yeong