about the company
Your future employer is a well-established, publicly listed property developer in Malaysia, seeking talented individuals to lead and shape the company’s long-term success.
about the job
- Collaborate with cross-functional stakeholders to define and execute a unified customer experience vision across the organization.
- Lead and continuously enhance the Voice of Customer (VoC) program, managing the collection and analysis of CSAT, NPS, and other feedback metrics.
- Transform customer feedback and data into actionable insights through analysis, dashboarding, and storytelling to drive business improvements.
- Develop strategies to improve service delivery and implement systems to monitor the progress of key customer experience initiatives.
- Represent the Voice of the Customer to leadership, ensuring feedback informs business decisions and strategic direction.
- Establish and track KPIs related to customer satisfaction, loyalty, and other key metrics, fostering organizational awareness and adoption.
- Lead the customer loyalty program to strengthen brand loyalty, engagement, and perception among existing customers.
skills and experience required
- Bachelor’s Degree in IT, Marketing, Business, or a related field.
- 8-10 years of experience in customer experience, CSAT/NPS, or Voice of Customer (VoC) programs.
- At least 5 years in a managerial or leadership role with a proven track record of leading high-performing teams.
- Experience in the property industry is an added advantage.
- Open to exploring candidates from e-commerce, fintech startups, and the FMCG industry - particularly those with experience managing large customer bases.
- Strong background in continuous improvement and change management initiatives.
- Excellent communication skills with strong stakeholder management capabilities.
- Proficient in data analysis, with a strong sense of curiosity and a problem-solving mindset.
culture and benefits
Your future employer is financially robust and has experienced rapid growth in recent years, with a strong portfolio of completed, ongoing, and upcoming projects. They foster a positive work environment, supported by a trusting and encouraging management team. The company rewards employees generously for excellent performance and places a strong emphasis on personal growth.how to apply
The above is just a guideline about the position. Please apply through this advertisement or log into www.randstad.com.my for further details. Due to the high volume of applicants, shortlisted candidates will be contacted.
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