MR DIY International Hiring! Full Time Customer Experience Lead in Selangor - Ricebowl

The Head of Customer Experience (CX) is responsible for designing, orchestrating, and continuously improving the end-to-end customer journey across all touchpoints — online and offline — to deliver a consistent, differentiated, and loyalty-driven experience across international markets.

This role will serve as the customer journey architect, aligning CRM, marketing automation, loyalty, retail operations, e-commerce, and customer service into a single, cohesive CX strategy that drives customer lifetime value, engagement, and retention.

Key Responsibilities

• End-to-End Customer Journey Ownership

• Define and own the customer journey framework across all stages: awareness, acquisition, onboarding, engagement, purchase, post-purchase, loyalty, and advocacy.
• Map and continuously optimize omnichannel journeys across:
• Physical stores
• E-commerce & mobile apps
• CRM communications (email, SMS, push, WhatsApp, etc.)
• Customer service & contact centers
• Identify friction points and design scalable journey improvements across markets.

1.CRM, Marketing Automation & Loyalty Orchestration

• Act as the business owner for the CRM, marketing automation platform, and loyalty engine from a CX perspective.
• Translate customer journey requirements into:
• Trigger-based campaigns
• Lifecycle programs
• Personalization and segmentation logic
• Ensure loyalty mechanics (earn, burn, tiers, rewards) are seamlessly embedded into customer journeys and communications.
• Partner with Marketing and E-Commerce to ensure campaigns align with CX principles and journey design.

2.Omnichannel Consistency & Integration

• Ensure a consistent brand and experience standard across all channels and markets.
• Align online and offline data to support:
• Single customer view
• Cross-channel recognition and personalization
• Work with IT, Data, and Operations teams to resolve integration gaps affecting CX.

3.Voice of Customer & Experience Measurement

• Establish and manage a Voice of Customer (VoC) framework, including:
• NPS, CSAT, CES
• Customer feedback and insights from all channels
• Use data and insights to drive prioritization of CX initiatives.
• Define and track CX KPIs linked to business outcomes (retention, repeat rate, CLV).

4.Regional CX Governance & Standards

• Define CX principles, playbooks, and standards that can scale across 14 countries while allowing for local market nuances.
• Partner with regional and country teams to drive adoption and execution.
• Act as a change leader to embed a customer-first culture across the organization.

5.Cross-Functional Leadership

• Collaborate closely with:
• Head of E-Commerce & Marketing
• Retail Operations
• Customer Service
• IT / Digital / Data
• Act as the central CX integrator, ensuring teams work toward a shared customer vision rather than siloed objectives.
• Influence without direct authority across multiple functions and geographies.

Key Expectations (First 12–18 Months)

• Deliver a clear, documented end-to-end customer journey across online and offline channels.
• Operationalize CRM, marketing automation, and loyalty into a single, cohesive CX engine.
• Improve customer engagement, loyalty participation, and retention metrics.
• Establish CX governance and measurement across all markets.
• Become the internal authority on customer experience and journey design.

Job Qualifications

• 10 years of experience in Customer Experience, CRM, Loyalty, Digital, or Omnichannel roles within: Retail, FMCG, hospitality, or consumer-centric industries
• Proven experience leading regional or international CX initiatives.
• Hands-on experience with:
• CRM platforms
• Marketing automation tools
• Loyalty programs (points, tiers, personalization engines)

Skills & Capabilities

• Strong customer journey mapping and service design expertise.
• Data-driven mindset with ability to translate insights into action.
• Excellent stakeholder management and cross-functional leadership skills.
• Ability to balance strategic vision with operational execution.
• Strong understanding of both digital and physical retail environments.