Job Description

KVC Industrial Supplies Sdn Bhd is a leading Industrial supplier in Malaysia, founded in 1989. Today, we have more than 20 sales offices all over Malaysia, headquartered in Bangi, Selangor with approximately 600 associates to serve over 6,000 active customers. To ensure sustainable growth, the Group has expanded and diversified its business across 4 Pillars: Original Equipment Manufacturing (OEM), Maintenance, Repair & Operating Supplies (MRO), Specialist for Building and Verticals in Utilities & Infrastructure.

Are you ready to start a challenging new career? Are you a team player, enthusiastic, and motivated to achieve great things? Start a career like no other at KVC. We are passionate about offering our associates challenges, responsibilities, coaching and learning opportunities to bring their careers to the next level.

Scope of Role

The Customer Experience Manager/specialist is responsible to lead/assist research into the the NPS drivers, bridge the gap between the customer and ensure each customer touchpoint across the customer journey will deliver a world-class customer experience. Identify key issues and collaborate on insight-driven initiatives.

Key Responsibilities

• Lead / assist overall research into Customer NPS drivers and communicate findings to the relevant functional groups in company
• Identify and research into key detractor issues to understand underlying business problems and collaborate with relevant functional groups in creative solutions that help address those problems
• Support the company to develop initiatives and interventions to improve Customers NPS. This includes work with relevant functional groups for fine tuning business operations and initiatives.
• Design and improve omni-channel customer journey by providing clear actionable insights and drive customer-centric metrics on targeted initiatives
• Develop listening tools and points in the customer journey, and identify opportunities for continuous improvement
• Continually review and evolve the collection, track and analyse process, creating dashboard to review with relevant functional groups.
• Develop and maintaining a consistent dashboard to showcase customer experience performance across functional groups.
• Take the lead/ assist on specific recovery initiatives and act based on the identified gaps from the journey mapping and NPS outcomes
• Update and manage the customer contacts that to be stored in CRM (Customer Relationship Management) Platform.

• Monitor regularly and work together with the related stakeholders (including Sales Teams & Operation Teams) to improve customer churn rate.

Key Business Outcomes

• Performance dashboard reporting
• NPS Score

KVC celebrates every success; they support each other and empower you to reach your true potential, and this happen the moment you walk into office; you are respected for being you.

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What are you POWERED by?

We are KVC - POWERED by DIFFERENCE

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