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GKT Group

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Senior Brand & Customer Experience Executive

🗓️ Posted 2026-08-20 Petaling Jaya, M10, Malaysia Permanent Hybrid Marketing Communications

Company shared salary

RM4,000–RM5,000/mo (RM48,000–RM60,000/yr)

Market rate

RM12,000–RM20,000/mo (RM144,000–RM240,000/yr)

Based on similar roles (title + domain + location).

About the Company

We are looking for a Senior Brand & Customer Experience Executive to strengthen our customer experience, brand presence, and overall engagement across the Group. In this role, you will play a key part in creating a consistent and positive brand experience throughout the customer journey from after-sales service and customer feedback management to loyalty programs and brand initiatives. You will also work closely with Human Resources to support employer branding and employee engagement initiatives, ensuring our brand values are reflected both externally and within the organisation.

Responsibilities

  • ● sources, and other business units to drive service excellence, improve customer satisfaction, strengthen customer relationships, and enhance the Group's corporate image.
  • ● Job Description:
  • ● Customer Experience & After-Sales Service
  • ● Coordinate and oversee after-sales service activities to ensure a positive customer experience.
  • ● Conduct regular customer satisfaction follow-ups after service delivery.
  • ● Monitor customer touchpoints and identify opportunities to improve the customer journey.
  • ● Ensure customer enquiries and service requests are handled professionally and within the established Service Level Agreement (SLA).
  • ● Recommend and implement initiatives to improve customer retention and overall service quality.
  • ● Develop customer engagement activities to strengthen long-term customer relationships.
  • ● Customer Feedback & Complaint Management
  • ● Manage customer feedback received through all communication channels.
  • ● Investigate customer complaints and coordinate with relevant departments to ensure timely resolution.
  • ● Monitor complaint handling processes and ensure corrective actions are implemented.
  • ● Analyse customer feedback trends and prepare improvement recommendations.
  • ● Maintain complaint records and ensure compliance with internal service standards.
  • ● Prepare monthly customer satisfaction and complaint analysis reports for management.
  • ● Customer Loyalty Programme Management
  • ● Execute customer loyalty and membership programmes across the Group.
  • ● Coordinate customer reward campaigns and promotional activities.
  • ● Process loyalty reward redemptions and customer claims accurately and within the agreed turnaround time.