Senior Customer Experience Operations Manager

Castlery; Johor Bahru; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading company is seeking a Senior Customer Experience Manager to oversee their Customer Experience team. The successful candidate will lead team management, budgeting, and quality assurance processes, ensuring exceptional service delivery. Ideal applicants should have a proven track record in customer service management and strong leadership capabilities.

Qualifications

• Proven track record in managing large customer service/call center teams.
• Deep understanding of customer service metrics and performance KPIs.
• Experience with both BPO and in-house operations is a plus.

Responsibilities

• Develop accurate forecasts and budgets for the CX team.
• Recruit and manage a high-performing team of CX professionals.
• Oversee quality assurance measures to deliver high-quality service.

Skills

Leadership skills

Data analysis

Customer relationship management

Call center technologies

Interpersonal skills

Job description

We're rethinking homes for how people really live, and we're looking for a Senior Customer Experience Manager to join our Customer Experience team to help shape the future of living—one thoughtful detail at a time.



Operations at Castlery makes it all work — streamlining processes and elevating every customer touchpoint.

What you'll be doing:

• Forecasting and Budgeting:
• Develop accurate forecasts and budgets for the CX team to ensure optimal resource allocation and financial performance.
• Monitor and drive efficiency in operation costs.
• Hiring and Team Management:
• Recruit and manage a high-performing team of CX professionals, both in-house and outsourced.
• Performance Management:
• Regularly review performance metrics and standards for continuous improvements to drive positive change in customer experience and operation excellence.
• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Employee Experience:
• Foster a positive and engaging work environment that promotes employee satisfaction, customer centricity, and retention.

• Seasonality and New Business Requirements:
• Plan and manage the CX team's capacity to meet seasonal fluctuations in demand and accommodate new business requirements.

• Training and Development:
• Ensure seamless on-boarding and training by working with direct reports and other relevant teams.
• Ensure comprehensive training programs are designed to enhance the skills and knowledge of the CX team.
• Quality Assurance:
• Oversees quality assurance measures to ensure that the CX team consistently delivers high-quality service.

• Others:
• Use learnings from team members to identify opportunities and advocate for system or process improvements that support the team's strategy and the needs of the customer.
• Align the team with company goals and changes and foster a culture of transparency and open communication to engage the team in the process.
  

What you'll need to succed:

• Proven track record in managing large customer service / call center teams that support global markets, both in-house and outsourced.
• Deep understanding of customer service metrics, customer relationship management (CRM), call center technologies, and performance KPIs.
• Data-driven mindset with the ability to analyze metrics and implement improvement plans.
• Strong leadership skills and a track record of building customer-centric teams and processes.
• A passion for customer experience and the drive to create meaningful, relevant interactions.
• Experience with both BPO and in-house operations is a plus.
• Excellent communication and interpersonal skills.
  
  

Position Details:

• Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28
• Job Arrangement: Onsite
• Working Hours: Rotational Shift (including night shifts). Five-day workweek which may include the weekends and Public Holidays.
  
  

Built for Real Life, Designed for What's Next

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life — durable, beautiful, and made to keep up with change.

Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.

If you believe that good homes create good lives, come build with us.