Head of Customer Engagement

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?
The Head of Customer Engagement & Activation is a mission-critical senior leadership role responsible for driving Maxis Business's physical and experiential marketing strategy. This role owns the planning, execution, and management of all B2B events (physical and virtual), regional activations, sponsorships, and the flagship Maxis Business Innovation Centre (MBIC).

The role is accountable for transforming brand engagement into measurable business outcomes, including pipeline generation, brand visibility, and accelerated customer acquisition. This role leads a team of specialists to deliver high-impact, flawlessly executed experiences that directly support the strategic objectives of the Segment Marketing and Sales teams.

Key Responsibilities
Strategic Leadership & Activation Planning

• Serve as the strategic owner for all B2B events (physical/virtual), sponsorships, and activations, ensuring they are meticulously aligned with marketing and sales objectives for each business segment.
• Develop a comprehensive events calendar and activation roadmap that supports demand generation, thought leadership, and customer retention goals.
• Provide strategic direction and support to the team for all activations, from large-scale industry conferences and Maxis-hosted events to focused regional roadshows and tech talks.

Maxis Business Innovation Centre (MBIC) Management

• Hold direct responsibility for the strategic management and optimization of the MBIC.
• Ensure the MBIC is a state-of-the-art experiential showcase for Maxis Business solutions, maximizing its use for high-value customer engagements, technology demonstrations, and sales enablement.
• Oversee the daily operations, content updates, and technology infrastructure of the MBIC, ensuring a premium visitor experience.

Activation & Experience Execution

• Drive a culture of operational excellence, ensuring the flawless end-to-end execution of all events and activations.
• Oversee all logistical aspects, including budget management, venue selection, vendor relationships, and on-site delivery, to ensure a seamless and positive attendee experience.
• Lead the development and implementation of customer activation programs that leverage events and the MBIC to drive deeper engagement and pipeline contribution.

Cross-functional Collaboration & Stakeholder Management

• Act as a key liaison, collaborating closely with Segment Marketing to ensure all activations are tailored to specific segment needs.
• Partner with Sales teams to maximize lead generation and pipeline contribution from all activities, ensuring a seamless lead handoff and follow-up process.
• Manage relationships with internal stakeholders (e.g., Product/Solutions, IT, senior leadership) and external partners (e.g., vendors, event organizers, creative agencies) to ensure event success.

Performance Management & Accountability

• Own and manage the Customer Engagement & Activation pillar budget, with a focus on optimizing Return on Investment (ROI) for all activities.
• Define and track key performance indicators (KPIs) for events and activations, including attendance, engagement, lead generation, pipeline contribution, and customer satisfaction.
• Provide regular, data-driven performance reports and actionable insights to senior management to demonstrate the direct business impact of the pillar.

Team Leadership & People Management

• Lead, mentor, and manage a high-performing team of Events & Activation Specialists and Innovation Centre Specialists.
• Foster a culture of creativity, accountability, and operational excellence.
• Conduct regular performance reviews and facilitate professional development to build a best-in-class customer engagement and activation team.

Requirement for the role

• Minimum of 12-15 years of progressive marketing experience, with at least 5 years in a senior leadership role.
• A proven track record in the end-to-end planning, management, and flawless execution of large-scale events, showcases, activations, and physical spaces.
• Experience in the telecommunications, ICT, or technology B2B industries is essential.
• Prior experience in a senior role at a leading advertising or activation agency is a significant advantage.

Preferred skills for strategic leadership and comprehensive marketing management. Expertise in B2B marketing and digital transformation is key. Following skills are highly desired for the role.

• Strategic Marketing Planning
• Project Management
• Lead Generation
• B2B Marketing and Market Knowledge (Telco/Tech preferred
• Data Analysis & Performance Metrics
• Leadership & Team Management:
• Budget Management & Financial Acumen
• Stakeholder Management & Influence

What's next?

• Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.