Customer Experience Manager, APAC (Shared Services/OTC Ops)

Are you ready to step into a pivotal leadership role that blends operational excellence, people management, and continuous improvement? Our client is seeking a Customer Experience Manager for the APAC region, based in Malaysia, to drive service transformation, oversee Order-to-Cash operations, and lead a high-performing team within a dynamic, customer-focused environment.

What You'll Be Doing:

Lead and execute the transition of Customer Service and Order Management activities into the Shared Services structure

Ensure smooth operations during transition, with a focus on business continuity and customer satisfaction

Drive high-quality daily operations including order management, invoicing, billing accuracy, and post-delivery support

Collaborate with cross-functional partners in Commercial Operations, Supply Chain, Finance, QA/RA, and more

Monitor and improve service KPIs, pursue standardization and process excellence across APAC markets

Support potential future activities in purchasing and inventory management as scope expands

Act as both escalation point and trusted partner for service-related issues and improvements

Develop, coach, and engage a high-performing team, fostering a culture of accountability and growth

What We're Looking For:

Demonstrated understanding of Shared Services, Order-to-Cash processes, billing, and customer service excellence

Leadership skills, with the ability to coach teams through transitions and drive high standards

Strong communication and stakeholder management abilities in a fast-paced, matrixed environment

A data-driven approach to managing KPIs, resolving issues, and making operational improvements

Proficiency in SAP, CRM platforms (Salesforce or similar), EDI tools, and Excel reporting

Adaptable and comfortable working across cultures and APAC markets, under pressure and ambiguity

Bachelor’s degree in Business, Supply Chain, or a related field; Master’s degree is a plus