Customer Experience Manager

Scarlett Indonesia; Jakarta Barat; On-site; IDR 279,000,000 - 468,720,000; Full time

Job summary

Scarlett Indonesia is seeking a seasoned Customer Experience leader to design and scale our CX strategy across online and offline channels. You will build scalable processes, lead a high-impact team, and drive improvements using data, feedback, and service analytics.

The role focuses on journey design, SOPs, automation initiatives, and cross-functional collaboration to elevate customer satisfaction and operational excellence in Indonesia’s vibrant beauty market.

Qualifications

• Bachelor's degree in any major.
• Minimum 5 years of experience in Customer Experience, Customer Service, Customer Operations, E-Commerce, Retail, FMCG, or other consumer-facing industries.
• Proven experience leading teams and managing high-volume customer service operations.
• Strong experience in designing and improving customer journeys, service processes, SOPs, workflows, and operating models.
• Experience utilizing customer data, feedback, reviews, and service analytics to drive business improvements.
• Familiarity with AI, automation, CRM, chatbot platforms, or other digital solutions that improve service efficiency and scalability.
• Strong problem-solving, analytical, project management, and cross-functional collaboration skills.
• Ability to translate customer and operational challenges into practical initiatives with measurable business impact.

Responsibilities

• Develop and execute the Customer Experience (CX) strategy, roadmap, and scalable operating model.
• Improve customer journeys, service processes, SOPs, workflows, and service standards.
• Lead AI, chatbot, CRM, and automation initiatives to enhance customer service efficiency and scalability.
• Analyze customer feedback, complaints, reviews, and service data to identify insights and improvement opportunities.
• Drive cross-functional projects to resolve customer and operational issues.
• Lead and develop the Customer Service team while fostering a customer-centric and data-driven culture.
• Monitor CX performance metrics and drive continuous improvements in customer satisfaction, service quality, and operational excellence.

Skills

CX strategy

Team leadership

Data analysis

Cross-functional collaboration

Automation & AI awareness

Education

Bachelor's degree in any major

Tools

CRM platforms

Chatbot platforms

Automation tools

AI for CX

Job description

Founded in 2017, Scarlett Indonesia has rapidly emerged as one of the leading local brands in beauty and personal care. As a fast-growing company, we have built a strong presence across both online and offline platforms.

Our growth is driven by our innovative product offerings, passionate team, and the support of over 5 million organic followers on Instagram and e-commerce channels.

With a bold vision to become Indonesia’s number one beauty and personal care brand, we invite you to be part of our journey and #BeOurSTARlett!

Qualifications:

• Bachelor's degree in any major.
• Minimum 5 years of experience in Customer Experience, Customer Service, Customer Operations, E-Commerce, Retail, FMCG, or other consumer-facing industries.
• Proven experience leading teams and managing high-volume customer service operations.
• Strong experience in designing and improving customer journeys, service processes, SOPs, workflows, and operating models.
• Experience utilizing customer data, feedback, reviews, and service analytics to drive business improvements.
• Familiarity with AI, automation, CRM, chatbot platforms, or other digital solutions that improve service efficiency and scalability.
• Strong problem-solving, analytical, project management, and cross-functional collaboration skills.
• Ability to translate customer and operational challenges into practical initiatives with measurable business impact.

Responsibilities:

• Develop and execute the Customer Experience (CX) strategy, roadmap, and scalable operating model.
• Improve customer journeys, service processes, SOPs, workflows, and service standards.
• Lead AI, chatbot, CRM, and automation initiatives to enhance customer service efficiency and scalability.
• Analyze customer feedback, complaints, reviews, and service data to identify insights and improvement opportunities.
• Drive cross-functional projects to resolve customer and operational issues.
• Lead and develop the Customer Service team while fostering a customer-centric and data-driven culture.
• Monitor CX performance metrics and drive continuous improvements in customer satisfaction, service quality, and operational excellence.

Why Scarlett Indonesia?

At Scarlett Indonesia, time flies beautifully as we stay focused on building, growing, and achieving meaningful milestones through memorable experiences.

With our GLOW UP culture, we aim to build and empower a talented workforce that drives business growth through innovation, collaboration, and a positive work culture.

#BeOurSTARlett and illuminate your path to success in the dynamic world of beauty and personal care.