Senior Brand & Customer Experience Executive

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

Job summary

MEWAHMAS RESOURCES SDN. BHD. seeks a Senior Brand & Customer Experience Executive to strengthen customer experience, brand presence, and engagement across the Group. You will oversee after-sales service, loyalty programs, and branding aligned with corporate identity.

You will collaborate with Sales, Operations, Customer Service, HR and other units to drive service excellence, loyalty initiatives, and internal engagement while ensuring consistent tone and branding across all touchpoints.

Responsibilities

• Coordinate and oversee after-sales service activities to ensure a positive customer experience.
• Monitor customer touchpoints and identify opportunities to improve the customer journey.
• Ensure customer enquiries and service requests are handled professionally and within the established SLA.
• Recommend and implement initiatives to improve customer retention and overall service quality.
• Develop customer engagement activities to strengthen long-term customer relationships.
• Manage customer feedback received through all communication channels.
• Investigate customer complaints and coordinate with relevant departments to ensure timely resolution.
• Monitor complaint handling processes and ensure corrective actions are implemented.
• Analyse customer feedback trends and prepare improvement recommendations.
• Maintain complaint records and ensure compliance with internal service standards.
• Prepare monthly customer satisfaction and complaint analysis reports for management.
• Execute customer loyalty and membership programmes across the Group.
• Coordinate customer reward campaigns and promotional activities.
• Process loyalty reward redemptions and customer claims accurately and within the agreed turnaround time.
• Monitor programme participation and customer engagement.
• Recommend improvements to increase customer retention and programme effectiveness.
• Maintain accurate records of loyalty programme activities and redemption history.
• Ensure consistent brand presentation across all customer touchpoints.
• Coordinate branding activities for branches, offices, events, marketing materials, and digital platforms.
• Support the execution of corporate branding campaigns and promotional initiatives.
• Ensure all marketing materials comply with the Group's Corporate Identity Guidelines.
• Protect and strengthen the Group's brand reputation through consistent customer experiences.
• Collaborate with Human Resources to execute employer branding initiatives.
• Support recruitment campaigns by preparing promotional content highlighting the company's culture and employee value proposition.
• Coordinate internal engagement activities, including staff events, appreciation programmes, and corporate social responsibility (CSR) initiatives.
• Assist in producing internal communication materials, newsletters, announcements, and employee recognition campaigns.
• Promote company achievements, awards, and corporate milestones through internal and external communication channels.
• Prepare customer announcements, service updates, and promotional communications.
• Ensure all customer communications reflect the Group's brand values and tone of voice.
• Coordinate communication during service disruptions or major company announcements.
• Support customer education campaigns to improve awareness of products and services.
• Coordinate customer appreciation events, promotional roadshows, exhibitions, and corporate activities.
• Assist in organising product launches, branch events, and community engagement programmes.
• Coordinate event logistics, promotional materials, and vendor management.
• Evaluate event effectiveness and prepare post-event reports.
• Work closely with Sales to improve customer retention and post-sales engagement.
• Collaborate with Customer Service and Operations to enhance service quality and resolve recurring issues.
• Marketing in executing promotional campaigns and brand awareness initiatives.
• Coordinate with Human Resources on employer branding and employee engagement programmes.
• Prepare monthly reports on: CSAT, customer complaints and resolution performance, loyalty programme performance, brand engagement activities.
• Analyse customer insights and recommend process improvements.
• Track the effectiveness of customer experience initiatives and branding activities

Job description

Senior Brand & Customer Experience Executive

We are looking for a Senior Brand & Customer Experience Executive to strengthen our customer experience, brand presence, and overall engagement across the Group.

In this role, you will play a key part in creating a consistent and positive brand experience throughout the customer journey from after-sales service and customer feedback management to loyalty programs and brand initiatives. You will also work closely with Human Resources to support employer branding and employee engagement initiatives, ensuring our brand values are reflected both externally and within the organisation.

You will collaborate closely with Sales, Operations, Customer Service, Human Resources, and other business units to drive service excellence, improve customer satisfaction, strengthen customer relationships, and enhance the Group’s corporate image.

Job Description:

• Coordinate and oversee after-sales service activities to ensure a positive customer experience.


• Monitor customer touchpoints and identify opportunities to improve the customer journey.


• Ensure customer enquiries and service requests are handled professionally and within the established Service Level Agreement (SLA).


• Recommend and implement initiatives to improve customer retention and overall service quality.


• Develop customer engagement activities to strengthen long-term customer relationships.

2. Customer Feedback & Complaint Management

• Manage customer feedback received through all communication channels.


• Investigate customer complaints and coordinate with relevant departments to ensure timely resolution.


• Monitor complaint handling processes and ensure corrective actions are implemented.


• Analyse customer feedback trends and prepare improvement recommendations.


• Maintain complaint records and ensure compliance with internal service standards.


• Prepare monthly customer satisfaction and complaint analysis reports for management.

3. Customer Loyalty Programme Management

• Execute customer loyalty and membership programmes across the Group.


• Coordinate customer reward campaigns and promotional activities.


• Process loyalty reward redemptions and customer claims accurately and within the agreed turnaround time.


• Monitor programme participation and customer engagement.


• Recommend improvements to increase customer retention and programme effectiveness.


• Maintain accurate records of loyalty programme activities and redemption history.

4. Brand Experience & Corporate Branding

• Ensure consistent brand presentation across all customer touchpoints.


• Coordinate branding activities for branches, offices, events, marketing materials, and digital platforms.


• Support the execution of corporate branding campaigns and promotional initiatives.


• Ensure all marketing materials comply with the Group's Corporate Identity Guidelines.


• Protect and strengthen the Group's brand reputation through consistent customer experiences.

5. Employer Branding & Internal Engagement

• Collaborate with Human Resources to execute employer branding initiatives.


• Support recruitment campaigns by preparing promotional content highlighting the company's culture and employee value proposition.


• Coordinate internal engagement activities, including staff events, appreciation programmes, and corporate social responsibility (CSR) initiatives.


• Assist in producing internal communication materials, newsletters, announcements, and employee recognition campaigns.


• Promote company achievements, awards, and corporate milestones through internal and external communication channels.

6. Customer Communication

• Prepare customer announcements, service updates, and promotional communications.


• Ensure all customer communications reflect the Group's brand values and tone of voice.


• Coordinate communication during service disruptions or major company announcements.


• Support customer education campaigns to improve awareness of products and services.

7. Event & Community Engagement

• Coordinate customer appreciation events, promotional roadshows, exhibitions, and corporate activities.


• Assist in organising product launches, branch events, and community engagement programmes.


• Coordinate event logistics, promotional materials, and vendor management.


• Evaluate event effectiveness and prepare post-event reports.

8. Cross-Functional Collaboration

• Work closely with Sales to improve customer retention and post-sales engagement.


• Collaborate with Customer Service and Operations to enhance service quality and resolve recurring issues.


• Marketing in executing promotional campaigns and brand awareness initiatives.


• Coordinate with Human Resources on employer branding and employee engagement programmes.

Prepare monthly reports on:

• Customer Satisfaction (CSAT)


• Customer complaints and resolution performance


• Loyalty programme performance


• Brand engagement activities

Analyse customer insights and recommend process improvements.

Track the effectiveness of customer experience initiatives and branding activities