Job Purpose

To drive a company-wide customer-first culture, ensuring employee engagement in CX transformation, while also leading community and township engagement programs to strengthen relationships with homeowners and residents. This role ensures that internal CX programs are aligned with business objectives while fostering a proactive engagement approach with townships.

Job Responsibilities

Internal Engagement & Cultural Transformation
Develop and execute CX cultural transformation programs to instill a customer-first mindset
Implement change management strategies to drive behavioral shifts in customer service
Ensure that all employees, especially frontline teams, are trained and aligned with CX best practices
Work with HR and leadership to integrate CX learning into company-wide training modules
Service Recognition & Employee Awards
Establish structured recognition programs to reward employees who deliver exceptional customer experiences
Design and manage employee engagement events, including CX Champions, employee awards, and leadership acknowledgments
Ensure annual recognition programs cover at least 80% of customer-facing staff
Service Recognition & Employee Awards
Establish structured recognition programs to reward employees who deliver exceptional customer experiences
Design and manage employee engagement events, including CX Champions, employee awards, and leadership acknowledgments
Ensure annual recognition programs cover at least 80% of customer-facing staff
CX Communication & Awareness
Develop and manage internal CX communications, including newsletters, bulletins, and service updates
Organize CX Open Days and engagement forums to foster employee participation in CX initiatives
Maintain a CX knowledge-sharing platform for employees to learn and adopt best practices
Community & Township Engagement
Act as a liaison between the company and township communities to address customer concerns and service needs
Develop structured township engagement programs to enhance resident satisfaction and improve homeowner relationships
Ensure seamless coordination between township authorities, customer service teams, and relevant departments
Strengthen crisis management strategies for handling township-related CX issues
Implement quarterly township outreach programs such as community forums, feedback sessions, and neighborhood engagement events
Stakeholder Collaboration & Performance Tracking
Work closely with HR, Sales, and Customer Service to align engagement strategies with business goals
Track and report engagement program effectiveness through participation rates and feedback surveys
Provide quarterly reports on cultural transformation impact, service recognition effectiveness, and community engagement improvements

Requirements

Education/ Professional Qualification

Bachelor's Degree in Marketing, Communications, Customer Experience, or Business

Professional Experience

5+ years of experience in CX engagement, internal communications, or change management
Strong background in leading change management initiatives and employee engagement programs
Proven ability to implement structured recognition and service excellence programs
Experience in community engagement and customer interaction beyond transactional services
Strong stakeholder management skills with the ability to influence cultural shifts within an organization

Sime Darby Property

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Manager, CX Culture & Engagement