Premium CX Leader: Elevate Every Moment

BLOOMTHIS FLORA SDN. BHD.; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Outpatient Clinic

Staff Credit

Staff Purchase

Job summary

BloomThis Flora Sdn Bhd in Malaysia seeks a Customer Experience Manager who elevates service to an extraordinary level. You will lead the CX team, shaping interactions into moments of premium care and lasting brand love.

You will design the Bloomthis Way, train staff on soft skills, manage high-stakes escalations with poise, and monitor CX metrics to remove friction in the customer journey. This role blends people leadership with data-driven improvement.

Qualifications

• 7+ years in a premium environment (Luxury Retail, High-end Hospitality, or PR).
• Exceptional language command to turn tense interactions into positive experiences.
• Experience building training programs or service frameworks.
• High EQ and customer-centric mindset for brand protection.

Responsibilities

• Define the Bloomthis Way by creating the Service Culture Playbook.
• Coach the CX team through training on soft skills and brand voice.
• Lead luxury service recovery with decisive decisions.
• Track CX metrics (NPS, CSAT, First Response Time, Retention) to identify friction.
• Advocate for customers in cross-functional meetings (Operations, Tech, Logistics).
• Design surprise & delight moments to elevate every purchase.

Skills

Customer Experience

People Leadership

Communication

Job description

BloomThis Flora Sdn Bhd in Malaysia seeks a Customer Experience Manager who elevates service to an extraordinary level. You will lead the CX team, shaping interactions into moments of premium care and lasting brand love.

You will design the Bloomthis Way, train staff on soft skills, manage high-stakes escalations with poise, and monitor CX metrics to remove friction in the customer journey. This role blends people leadership with data-driven improvement.