Change Management & Learning Lead

Change Management & Learning Lead – CRM, Customer Service & AI TransformationKuala Lumpur, MalaysiaResponsibilities:1. Change Strategy & PlanningDevelop and execute change management strategies tailored to CRM, customer service, and AI implementation goals.Conduct stakeholder analysis and change impact assessments across customer-facing teams.Create integrated change plans that align with project milestones and business outcomes.2. Stakeholder Engagement & CommunicationDesign targeted communication strategies to build awareness and buy-in across sales, service, and support teams.Facilitate engagement sessions, feedback forums, and change champion networks.Act as a trusted advisor to business leaders, ensuring alignment and support for change initiatives.3. Learning & Development IntegrationPartner with relevant teams to co-create training programs focused on CRM usage, AI tools (e.g., chatbots, predictive analytics), and customer service excellence.Ensure training content is role-specific, practical, and aligned with real-world workflows.Oversee training delivery, including scheduling, facilitation, and post-training reinforcement.Monitor training effectiveness and adoption metrics, using feedback to refine learning strategies.4. Adoption & Behavior ChangeDevelop strategies to drive adoption of new CRM features, AI tools, and customer service protocols.Identify and address resistance points through coaching, support, and targeted interventions.Track and report on adoption KPIs, readiness levels, and change effectiveness.5. Project Integration & GovernanceEmbed change and learning activities into overall project governance and delivery plans.Collaborate with IT, PMO, and business units to ensure seamless execution and alignment.Provide regular updates to leadership on change progress, risks, and mitigation strategies.Requirements:5+ years of experience in implementing CRM & Customer Service user adoption and training strategies. 5+ year of experience working with the lubricant or related industries especially in the B2B channel. Strong understanding of change management methodologies (e.g., ADKAR, Kotter) and adult learning principles.Experience designing and delivering training programs in partnership with relevant functions/ teams.Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics), AI tools, and customer service technologies.Excellent communication, facilitation, and stakeholder engagement skills.Certification in Change Management (e.g., Prosci, APMG) and instructional design is a plus.