Change Management & Learning Lead

Change Management & Learning Lead CRM, Customer Service & AI Transformation

Kuala Lumpur, Malaysia

Responsibilities:

1. Change Strategy & Planning

• Develop and execute change management strategies tailored to CRM, customer service, and AI implementation goals.
• Conduct stakeholder analysis and change impact assessments across customer-facing teams.
• Create integrated change plans that align with project milestones and business outcomes.

2. Stakeholder Engagement & Communication

• Design targeted communication strategies to build awareness and buy-in across sales, service, and support teams.
• Facilitate engagement sessions, feedback forums, and change champion networks.
• Act as a trusted advisor to business leaders, ensuring alignment and support for change initiatives.

3. Learning & Development Integration

• Partner with relevant teams to co-create training programs focused on CRM usage, AI tools (e.g., chatbots, predictive analytics), and customer service excellence.
• Ensure training content is role-specific, practical, and aligned with real-world workflows.
• Oversee training delivery, including scheduling, facilitation, and post-training reinforcement.
• Monitor training effectiveness and adoption metrics, using feedback to refine learning strategies.

4. Adoption & Behavior Change

• Develop strategies to drive adoption of new CRM features, AI tools, and customer service protocols.
• Identify and address resistance points through coaching, support, and targeted interventions.
• Track and report on adoption KPIs, readiness levels, and change effectiveness.

5. Project Integration & Governance

• Embed change and learning activities into overall project governance and delivery plans.
• Collaborate with IT, PMO, and business units to ensure seamless execution and alignment.
• Provide regular updates to leadership on change progress, risks, and mitigation strategies.

Requirements:

• 5+ years of experience in implementing CRM & Customer Service user adoption and training strategies.
• 5+ year of experience working with the lubricant or related industries especially in the B2B channel.
• Strong understanding of change management methodologies (e.g., ADKAR, Kotter) and adult learning principles.
• Experience designing and delivering training programs in partnership with relevant functions/ teams.
• Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics), AI tools, and customer service technologies.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Certification in Change Management (e.g., Prosci, APMG) and instructional design is a plus.