Customer Experience Leader — Aesthetic Clinic Front Office

Body Lab; Kuta; On-site; IDR 300,000,000 - 480,000,000; Full time

Job summary

Body Lab Bali is seeking a Customer Relations Manager to oversee daily Front Office operations, maintain a pristine reception, ensure smooth client flow, accurate records, and strict adherence to clinic protocols.

You will lead, coach, and mentor the Front Office team, coordinate with doctors and therapists, handle complaints and client follow-ups, and drive bookings, loyalty initiatives, and service quality across the clinic.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Tourism Management, Communications, or related field.
• Minimum 5 years of customer service experience, with at least 3 years in supervisory/managerial roles in hospitality, wellness, or premium services.
• Fluent in English and Bahasa Indonesia with strong communication skills.
• Proven leadership and people-management abilities.
• Hands-on, operational mindset with ownership and client-centric focus.
• Excellent emotional intelligence and resilience dealing with high-expectation clients.

Responsibilities

• Oversee Front Office operations, ensuring an immaculate reception, smooth client flow, accurate records, and protocol compliance.
• Lead, coach, and mentor the Front Office team with daily coaching and training.
• Manage client complaints, service recovery, and follow-up activities.
• Coordinate cross-department communications between Front Office, doctors, therapists, and management.
• Monitor bookings, client flow, loyalty program activities, and reporting to management.
• Prepare regular performance and client feedback reports.

Skills

Leadership

Customer Service

Communication

Problem-Solving

Multitasking

Emotional Intelligence

People Management

Education

Bachelor's degree in Hospitality Management

Job description

Body Lab Bali is seeking a Customer Relations Manager to oversee daily Front Office operations, maintain a pristine reception, ensure smooth client flow, accurate records, and strict adherence to clinic protocols.

You will lead, coach, and mentor the Front Office team, coordinate with doctors and therapists, handle complaints and client follow-ups, and drive bookings, loyalty initiatives, and service quality across the clinic.