Customer Experience Manager
Veralto
Location
Malaysia
Position Summary
The Customer Experience Manager is responsible for leading customer experience, customer service operations, sales support, order management, and cross-functional collaboration to deliver exceptional customer satisfaction and operational excellence.
Key Responsibilities
- Lead customer experience and customer satisfaction initiatives.
- Manage customer service operations, order processing, quotations, and customer inquiries.
- Ensure timely and accurate execution of customer orders and requests.
- Act as the primary escalation point for customer concerns and service-related issues.
- Partner with Sales, Service, Supply Chain, Finance, and Operations teams.
- Drive continuous improvement and operational excellence initiatives.
- Monitor customer feedback, service levels, and customer satisfaction metrics.
- Lead and develop customer-facing teams.
- Ensure ERP and CRM data accuracy and reporting compliance.
Qualifications
- Bachelor degree in Business Administration, Science, Engineering, Environmental Science, Chemistry, Biology, or related field.
- 7-10 years of experience in Customer Experience, Customer Service, Sales Support, Commercial Operations, or related functions.
- Leadership experience managing customer-facing teams.
- Experience with ERP systems such as Oracle, SAP, or similar platforms.
- Strong stakeholder management, communication, and problem-solving skills.
Key Performance Indicators
- Customer Satisfaction (CSAT)
- Customer Retention
- Order Accuracy
- SLA Compliance
- Issue Resolution Effectiveness
- Team Productivity
- Operational Efficiency
- ERP/CRM Data Accuracy
