CX Programs Associate — Drive Retention & Growth

Respond; Kuala Lumpur; On-site; MYR 42,000 - 64,000; Full time

Job summary

respond.io is hiring a CX Program Manager Associate in Kuala Lumpur to turn customer insights into action. You will investigate why customers churn, contract, or expand, speaking directly with customers to understand the why and to design and run retention-focused programs.

In this hands-on role you’ll learn to move from data to execution and, over time, own programs end-to-end. Aimed at individuals with 1–2 years in customer-facing or analytical roles, this position offers growth within a

Qualifications

• 1–2 years in a customer-facing, operations, or analytical role. Fresh graduates are welcome to apply, especially with CX, strategy, or business operations exposure.
• Comfortable working with data—qualitative and quantitative—to spot patterns and build a case.
• Clear, structured written communication.
• Organized and reliable—owns tasks end-to-end and flags risks early.
• Brings a suggested next step when raising a problem, not just the problem.
• Comfortable presenting findings to the team in a clear, visual way.
• Curious about customers and what drives their decisions.

Responsibilities

• Investigate NRR movements—churn, contraction, and expansion—to understand drivers.
• Speak with customers directly to validate findings and dig into the why.
• Support program and campaign design by structuring briefs, documenting goals, and pulling data.
• Track program progress, monitor early results, and flag anything that looks off.
• Use AI and automation tools as part of your regular workflow to reduce manual work.
• Keep documentation and reporting up to date so progress is visible to the team.
• Collaborate with other departments to support smooth program execution.
• Over time: design and run programs end-to-end with clear goals and measurable outcomes.

Skills

Data analysis

Written communication

Presentation skills

Customer insight focus

Collaboration

Tools

Notion

Claude

Slack

Automation tools

Dashboard tools

Job description

respond.io is hiring a CX Program Manager Associate in Kuala Lumpur to turn customer insights into action. You will investigate why customers churn, contract, or expand, speaking directly with customers to understand the why and to design and run retention-focused programs.

In this hands-on role you’ll learn to move from data to execution and, over time, own programs end-to-end. Aimed at individuals with 1–2 years in customer-facing or analytical roles, this position offers growth within a