Customer Experience Manager

2 days ago


Petaling Jaya, Selangor, Malaysia Sime Darby Property Full time
Job Summary
As a Customer Experience Manager at Sime Darby Property, you will lead the Voice of Customer (VoC) and Insights function while driving continuous service improvement. This role ensures that customer feedback is collected, analyzed, and translated into actionable service enhancements.

Key Responsibilities:
  1. Voice of Customer (VoC) & Insights: Establish and manage the VoC framework, ensuring continuous monitoring of customer sentiment across multiple channels.
  2. Conduct customer journey mapping to understand and optimize interactions across key phases.
  3. Identify key customer pain points and service gaps, escalating issues to relevant stakeholders for resolution.
  4. Develop data-driven strategies to enhance customer retention, engagement, and satisfaction.


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