Management Associate (Customer Operations of Excellence)

Air Liquide began operations in Malaysia in 1927 and is one of the pioneers of the gas industry in Malaysia. Operating in 11 locations in Malaysia, comprising both sales offices and production facilities, Air Liquide supports our customers through providing innovative solutions at every step of their production, including industrial and specialty gases, energy solutions, application technologies and services. With a strong workforce of 400 employees and business growth through our recent acquisition with nationwide presence, this will provide an exciting experience and journey with the opportunity that is unique yet challenging to gauge the integration and synergy processes that will change the entire competition landscape in Malaysia.

To lead and support the development of customer operations and commercial related projects and initiatives to support the value delivery and process optimisation of the organisation enhancing customer experience (CX) and employee experience (EX). On top of that, this role also required to support any ad-hoc tasks from upper management as requested for corporate exposure and networking to support their professional growth.

How will you CONTRIBUTE and GROW?

1. Customer Experience

- Champion a customer-centric culture throughout the organization, utilizing customer satisfaction metrics and feedback.

- Conduct regular Voice of the Customer (VoC) surveys to gather and analyze feedback, identifying key trends and areas for improvement.

- Implement initiatives to enhance customer engagement & satisfaction and optimize the order-to-delivery process.

- Collaborate across departments to foster a shared understanding of and commitment to the customer experience.

2. Quality & Operational Excellence

- Drive a culture of continuous improvement by challenging existing norms and identifying process pain points.

- Lead cross-functional initiatives and special projects to streamline workflows, optimise work processes and eliminate inefficiencies.

- Analyze data to identify opportunities for cost savings and operational excellence, building business cases and proposal paper for senior management to support these initiatives.

- Manage continuous improvement projects from initiation to completion, ensuring sustainable and effective solutions.

3. Marketing

- Plan and execute local marketing campaigns and events to build brand awareness and promote our products.

- Collaborate with regional counterparts to ensure alignment and maximize the impact of marketing initiatives.

- Develop and manage sales and marketing collateral to support the commercial team.

- Oversee the lead management process, ensuring timely follow-up and alignment with business targets.

4. Ad-hoc Responsibilities

- Provide support to the senior management on various activities and projects.

- Proactively participate in management-related events to expand your network and enhance your coordination skills.

- Perform other duties as assigned.

Are you a MATCH?

- Bachelor degree with engineering or business or any related background

- Less than 3 years working experience, fresh graduates is welcome

- Fluent in English

- Adaptable, learning agility, teamwork and multitasker

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.