Global Customer Experience & Complaints Lead

YONNY BRAND MANAGEMENT (MY) SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading brand management firm in Kuala Lumpur is seeking a customer complaint management manager. The ideal candidate will develop standardized processes for B2C complaint handling, lead B2B complaint coordination, and execute regional market research initiatives. Applicants should have 3–5 years' experience in the F&B industry, strong analytical skills, and excellent team leadership abilities. This role requires regular travel within Southeast Asia, ensuring effective resolution of customer complaints and enhancing overall customer satisfaction.

Qualifications

• 3–5 years of customer service management experience in the F&B industry, including experience managing overseas teams.
• Solid experience in managing both B2B and B2C complaint processes.
• Familiar with dining market environments and major social media platforms in Malaysia, Thailand, Indonesia, and Vietnam.

Responsibilities

• Develop and implement standardized processes for B2C customer complaint handling.
• Lead communication with partner stores and ingredient suppliers.
• Establish a public sentiment monitoring system.
• Conduct biannual regional market research.

Skills

Strong team leadership

Goal-setting

Data analysis

Excellent communication

Detail-oriented

Results-driven

Education

Diploma or above in Hospitality Management, Marketing, Business Administration, or related fields

Tools

Microsoft Office (Word, Excel, PowerPoint)

Data analysis tools

Job description

A leading brand management firm in Kuala Lumpur is seeking a customer complaint management manager. The ideal candidate will develop standardized processes for B2C complaint handling, lead B2B complaint coordination, and execute regional market research initiatives. Applicants should have 3–5 years' experience in the F&B industry, strong analytical skills, and excellent team leadership abilities. This role requires regular travel within Southeast Asia, ensuring effective resolution of customer complaints and enhancing overall customer satisfaction.