Customer Experience Program Manager Associate
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Investigate NRR movements, including churn, contraction, and expansion, to understand what's driving them. Speak with customers directly to validate findings and dig deeper into the why. Support program and campaign design by structuring briefs, documenting goals, and pulling together data. Track program progress, monitor early results, and flag anything that looks off. Use AI and automation tools as part of your regular workflow to reduce manual work. Keep documentation and reporting up to date so progress is visible to the team. Collaborate with other departments to support smooth program execution. Over time, design and run programs end-to-end with clear goals and measurable outcomes.
Required Qualifications
- 1 to 2 years in a customer-facing, operations, or analytical role
- Fresh graduates are welcome to apply, especially those with internship or project experience in CX, strategy, or business operations
- Comfortable working with data — both qualitative and quantitative — to spot patterns and build a case
- Clear, structured written communication
- Organized and reliable — owns tasks end-to-end and flags early when something is at risk
- Brings a suggested next step when raising a problem, not just the problem
- Comfortable presenting findings and updates to the team in a clear, visual way
- Curious about customers and what drives their decisions
Desired Qualifications
- Experience in a SaaS or B2B environment
- Exposure to retention, growth, or lifecycle programs
- Worked with tools like Notion, Claude, Slack, or any automation/dashboard tool
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