Global Customer Experience & Satisfaction Strategy Lead

Gateway Search; Petaling Jaya; On-site; MYR 180,000 - 240,000; Full time

Job summary

Gateway Search is seeking a Customer Satisfaction Strategy Manager to lead customer experience programs across markets. The role translates insights, feedback and market data into initiatives that boost satisfaction, loyalty and business results.

You will collaborate with Sales, Marketing, Operations, Service, Product and Quality to identify pain points and implement standardized CX processes, with a focus on regional alignment and leadership support.

Qualifications

• Bachelor's degree in Business, Marketing, Customer Experience, Communications, Data Analytics or related field.
• 8+ years of experience in customer experience, customer satisfaction, customer insights, service strategy or related areas.
• Experience managing NPS, CSAT, VOC, surveys and feedback programmes.
• Strong analytical skills translating data into business recommendations.
• Proven cross-functional and regional project management experience.
• Strong stakeholder management and senior-management presentation skills.
• Knowledge of customer journey mapping, root-cause analysis and continuous improvement.
• Experience in multinational or regional environments preferred.
• Proficiency in Excel, PowerPoint; CRM, BI or CX platforms an advantage.

Responsibilities

• Develop and implement customer satisfaction and customer experience strategies aligned with business objectives.
• Establish customer satisfaction frameworks, KPIs and measurement methodologies across markets.
• Analyse customer feedback, NPS/CSAT, surveys and complaints to identify trends and gaps.
• Translate insights into actionable strategies and improvement programmes.
• Lead VOC programmes and customer feedback mechanisms.
• Monitor NPS, CSAT, CES, retention and other indicators.
• Identify root causes of dissatisfaction and drive corrective actions.
• Prepare management reports, dashboards and presentations on customer trends and actions.
• Drive cross-functional initiatives to improve customer journeys.
• Review touchpoints and opportunities to enhance processes and service quality.
• Track initiatives and measure impact on satisfaction and performance.
• Establish best practices and standardised CX processes across markets.
• Partner with Sales, Service, Operations, Product, Quality and Marketing to embed customer-centric thinking.
• Present insights and progress to senior management and run workshops.

Skills

NPS

CSAT

VOC

Customer analytics

Education

Bachelor's degree in Business/Marketing/Customer Experience/Data Analytics

Tools

CRM systems

BI tools

Excel

PowerPoint

Job description

Gateway Search is seeking a Customer Satisfaction Strategy Manager to lead customer experience programs across markets. The role translates insights, feedback and market data into initiatives that boost satisfaction, loyalty and business results.

You will collaborate with Sales, Marketing, Operations, Service, Product and Quality to identify pain points and implement standardized CX processes, with a focus on regional alignment and leadership support.