Manager, Customer Excellence

Gentari; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Gentari is seeking a Manager for Customer Excellence to lead service operations and enhance customer satisfaction. This role involves strategic leadership across local and regional markets, focusing on customer care, experience, and financial partnerships. Candidates should have a strong background in customer service leadership with a minimum of 10 years of experience, ideally in a fast-paced environment.

Qualifications

• Minimum 10 years’ experience in customer service strategy/operation.
• Strong experience in leading multicultural, cross-regional teams.
• Familiarity with AI technologies and automation tools is a plus.

Responsibilities

• Drive service excellence and customer satisfaction through strategic leadership.
• Manage customer care operations and oversee performance metrics.
• Develop and execute a region-wide CX strategy.

Skills

Leadership

Customer Service Operations

Analytical Skills

Stakeholder Management

Cross-Functional Collaboration

Education

Bachelor's Degree

Advanced Degree or Professional Certifications

Job description

Changing how we live today
to help secure our future.

Join us at Gentari to be part of this exciting, purposeful journey towards a cleaner energy future.

Gentarians are passionate about sustainability - our purpose is to solve the world’s most pressing sustainable energy needs. Here at Gentari, we move differently. Teams seek out opportunities to work with one another to achieve shared goals and we trust our people with the freedom and autonomy in ways of working to spur innovative thinking and creativity. We aim to keep good people at the heart of what we do by ensuring that our people feel empowered to chart career paths alongside personal growth. Beyond the promise of an open and flexible work environment, we hope to make Gentari feel like a second home, a place where everyone is valued, and differences are celebrated.

The Manager, Customer Excellence is responsible for driving service excellence, customer satisfaction, and business growth through three core verticals: (1) Customer Care Strategy and Operations, (2) Customer Experience (CX), and (3) Financial Services Partnerships. This role ensures that customer-facing functions operate efficiently, with high performance and within allocated budgets, while also identifying and developing commercial opportunities that position Gentari as market leaders in green mobility and sustainable solutions.

The role spans both local and regional markets, leading teams and vendor partners across multiple geographies while collaborating cross-functionally to deliver unified, exceptional customer experiences.

Key Responsibilities

1. Customer Care Operations (Local & Regional, Outsourced Model)

Operational Execution:

• Define and advocate performance metrics.
• Manage day-to-day operations of outsourced customer support teams handling voice, email, chat, social, and in-app queries.
• Oversee performance KPIs including SLA, AHT, FCR, quality assurance, and service recovery response times.
• Lead implementation of tools and processes for complaint management, ensuring root cause resolution, regulatory compliance, and service excellence.
• Conduct regular vendor governance meetings, manage escalations, and ensure customer-centric SOPs and training are in place.

Strategic Leadership:

• Design and evolve the operating model for care that scales across regions while adapting to local needs.
• Champion digital transformation in customer service, including self-service, automation, and proactive support initiatives.
• Ensure alignment of support teams with product, technology, and fleet operations to enhance the end-user experience.

Resource & Budget Management:

• Own the Customer Care budget, ensuring services are delivered efficiently and within cost targets.
• Oversee vendor billing, contract compliance, and cost control initiatives.
• Plan and manage workforce resources in alignment with business demand and capacity forecasts.

1. Customer Experience (CX) – Strategy, Execution & Recognition

Operational Execution:

• Lead the design and implementation of NPS, CSAT, and other VoC programs across all major customer journeys in all markets.
• Drive continuous journey improvement initiatives through data insights, customer pain point analysis, and cross-functional action plans. Capture critical customer journey, challenge the status quo and document the cross function agreed processes and procedures.
• Collaborate with internal stakeholders to embed CX metrics into frontline, operations, digital, and product performance tracking.

Strategic Leadership:

• Develop and execute a region-wide CX strategy that aligns with business goals and customer expectations.
• Oversee customer journey mapping and service blueprinting to identify opportunities for differentiation and simplification.
• Establish CX governance and reporting structures that ensure shared accountability across functions.

Brand Awareness & Recognition:

• Champion participation in regional and global CX awards, industry benchmarking programs, and customer storytelling to elevate Gentari brand profile in sustainability and customer leadership.

Resource & Budget Management:

• Manage CX-related budgets including VoC platforms, analytics, research, and awards.
• Influence investments and spending based on customer lifetime value, retention, digital adoption, and service recovery effectiveness.

1. Financial Services Partnerships (Business Development & Client Coverage)

Operational Execution:

• Identify, develop, and close strategic partnerships with financial services players (e.g., banks, insurers, card networks) to enhance Gentari’s product offering.
• Serve as the commercial lead for onboarding, implementation, and performance tracking of co-branded and embedded solutions.
• Work cross-functionally with CX, Care, Advertising, Gentari Go, CP, and Fleet to:
  • Capture and convert sales opportunities.
  • Ensure seamless B2B and B2C customer onboarding.
  • Deliver exceptional customer satisfaction either through NPS or CSAT.

Strategic Leadership:

• Define and drive a strategic roadmap for financial services partnerships aligned with green mobility business goals.
• Manage strategic partner relationships to ensure long-term mutual success and alignment of marketing, operational, and customer outcomes.
• Ensure Gentari brand are well-positioned in all partnership initiatives and communications.

Resource & Budget Management:

• Own the budget for commercial partnerships including cost-sharing, marketing, revenue sharing, and joint initiatives.
• Structure partnership models with strong ROI, sustainable economics, and performance-based incentives.
• Track and report partnership contribution to business revenue, customer acquisition, and ecosystem growth.

1. Team & Resource Management

• Build and lead a high-performing, cross-functional team across CX, Care, and Partnership verticals.
• Define clear roles, performance indicators, and development plans for each team member.
• Align team structure and headcount planning with business priorities, ensuring resource allocation is efficient and scalable.
• Cultivate a culture of collaboration, customer obsession, and commercial accountability.

Requirements

• Minimum 10 years’ experience in a leadership role within customer service strategy/operation, preferably in a global or fast-paced tech/finance environment.
• Deep understanding of customer service operations, systems, and performance management frameworks.
• Strong experience in leading and aligning multicultural, cross-regional teams across multiple time zones.
• Experience is managing BPO and global CS set up is necessary.
• Excellent communication, interpersonal, and stakeholder management skills with a collaborative leadership style.
• Analytical mindset with a strong focus on data-driven decision-making and continuous improvement.
• Familiarity with AI technologies and automation tools in the customer service domain is a significant advantage.
• Bachelor’s degree required; an advanced degree or relevant professional certifications are a plus.

For talent pipelining purpose, due to the heavy traffic of CVs, only qualified candidates will be notified.

By applying, you agree that we may collect and process your personal information for employment purposes. Please review our privacy notice for details on how we handle your data. Click here for Gentari Privacy Notice.

Putting Clean Energy Into Action