Customer Performance and Engagement Manager (FMCG)

Customer Performance and Engagement Manager (FMCG)

A leading global organisation is seeking a Customer Performance and Engagement Manager to champion customer-focused strategies and drive operational excellence across Malaysia.

What you'll do:

As a Customer Performance and Engagement Manager, you will be entrusted with driving end-to-end customer engagement strategies that elevate service standards across Malaysia.

• Lead customer engagement strategies by developing collaborative solutions that enhance order-to-invoice efficiency and improve key service indicators such as on-time delivery, case fill rates, and returns management.
• Work closely with Customer Development teams to facilitate planning, identifying inconsistencies in volume estimates and recommending actionable improvements.
• Monitor shipment volumes against planned targets for key product lines, providing regular tracking updates and strategic recommendations to inform decision-making processes.
• Collaborate with both internal teams and external customers to identify opportunities for logistics network optimisation and process enhancements aimed at maximising on-shelf availability while controlling costs.
• Drive monthly engagement meetings with customers to align on joint initiatives that foster mutual growth, improved service levels, and increased customer satisfaction.
• Lead replenishment strategy efforts by partnering with customers to ensure timely order placement and efficient warehouse restocking processes.
• Analyse performance metrics (KPIs) to uncover trends in service quality and operational efficiency, sharing insights with cross-functional teams to develop collaborative improvement plans.
• Coordinate cross-functional workgroups tasked with eliminating root causes of supply chain inefficiencies and out-of-stock situations, ensuring sustainable long-term solutions are implemented.

What you bring:

To excel as a Customer Performance and Engagement Manager, you will bring substantial experience from roles focused on customer engagement or service partnership.

• Minimum 5-6 years of experience in customer engagement or customer service business partnering within a multinational company environment, ideally within the fast-moving consumer goods sector.
• Demonstrated analytical abilities with a solid understanding of how financial statements impact business decisions alongside strong business insight capabilities.
• A proactive approach in identifying gaps within existing processes or plans coupled with the ability to present well-reasoned recommendations supported by factual analysis.
• Excellent communication skills in English including the capacity to deliver clear presentations tailored for diverse audiences.
• A genuine enjoyment of cross-functional collaboration leveraging networks across departments to achieve shared objectives efficiently.
• Meticulous attention to detail balanced by an ability to maintain perspective on broader organisational goals; self-motivation is essential for success in this role.

What sets this company apart:

This organisation stands out as a global leader not only because of its trusted household brands but also due to its unwavering dedication towards sustainability initiatives that benefit communities worldwide. Employees here are part of an inclusive culture where authenticity is celebrated—encouraging everyone to contribute ideas freely without fear of judgement. The company’s focus on reducing environmental impact through innovative practices such as minimising plastic waste and promoting recyclability reflects its deep-rooted sense of responsibility towards society at large. Professional growth is actively supported through ongoing learning opportunities while flexible working arrangements enable staff members to maintain healthy work-life integration. The pride employees take in their work is matched by leadership’s commitment to nurturing talent through supportive guidance rather than rigid hierarchies—making it an ideal place for those who value purpose-driven careers alongside personal development.

What's next:

If you are ready to make a significant impact by enhancing customer experiences within a globally respected organisation, this is your moment—seize the opportunity today!

Apply now or email me at Ariel.Lai@robertwalters.com.my to discuss this new opportunity!

Please note that only shortlisted candidates will be contacted.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C