Global Customer Experience Lead

HACH MALAYSIA SDN BHD; Petaling Jaya; On-site; MYR 180,000 - 280,000; Full time

Job summary

Trojan Technologies seeks a Customer Experience Manager to lead and transform the end-to-end customer experience across Industrial and Residential segments. You will design and implement scalable CX programs that drive improvements in satisfaction, retention, and loyalty with a focus on measurable NPS growth within 12–18 months.

You will partner with Sales, Product Management, Operations and Service to align journeys with business outcomes, eliminate friction at touchpoints, coach teams on CX

Qualifications

• Experience in customer experience management, customer success, or related function within industrial/B2B/residential products.
• Proven track record designing and implementing CX or VOC programs that improved customer satisfaction/retention.
• Strong ability to translate customer insights into measurable KPIs and initiatives.

Responsibilities

• Understand, identify, and translate customer pain points into measurable KPIs and strategic initiatives across APAC.
• Establish and drive service excellence standards across customer service, field service, technical support, and aftermarket operations.
• Develop and implement regional service operating rhythms and performance reviews for customer journey KPIs.
• Build and manage a VOC program capturing insights across segments, channels, and touchpoints.
• Drive cross-functional alignment with Sales, Service, Product Management, and Operations to resolve pain points.
• Coach internal teams on CX best practices and embed customer feedback loops in decision-making.
• Manage escalations and complex customer issues with clear resolution frameworks.

Skills

CX leadership

Data analysis

KPI design

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, Marketing, Engineering, or related field

Tools

Salesforce

Medallia

Qualtrics

Job description

Trojan Technologies seeks a Customer Experience Manager to lead and transform the end-to-end customer experience across Industrial and Residential segments. You will design and implement scalable CX programs that drive improvements in satisfaction, retention, and loyalty with a focus on measurable NPS growth within 12–18 months.

You will partner with Sales, Product Management, Operations and Service to align journeys with business outcomes, eliminate friction at touchpoints, coach teams on CX