Customer Experience Manager

PT. Agreya Berkah Indonesia; Jakarta Pusat; On-site; IDR 200,880,000 - 334,800,000; Full time

Job summary

PT. Agreya Berkah Indonesia seeks a CX leader to own the guest journey across five outlets, rotating through peak hours and weekends. You will shape hospitality standards, collaborate with Operations and Outlet Managers to deliver warm, polished service.

You bring 3–6 years in customer-facing hospitality, 1–2 years leading a service team, and fluency in Indonesian with workable English. Based in Jakarta, travel to Bogor and BSD is expected.

Qualifications

• 3-6 years in customer-facing service in hospitality, F&B, banking or telco.
• 1-2 years leading a service team (e.g., Assistant Restaurant Manager, Floor Manager, Guest Relations).
• Fluent in Bahasa Indonesia and workable English.

Responsibilities

• Set service standards and SOPs for all outlets.
• Own the guest journey from booking to farewell; audit outlets and coach teams.
• Handle guest complaints with operations leaders and lead on-the-spot service recovery.
• Track CX metrics weekly and translate into action plans with outlet leadership.
• Ensure every new outlet is CX-ready from pre-opening to soft launch.

Skills

Customer service

Leadership

Hospitality knowledge

Conflict resolution

Communication skills

Education

Bachelor's degree in Hospitality or related field

Job description

You'll own the guest experience end to end across all five outlets: from the first booking to the farewell at the door. This is a strategic role reporting directly to the President Director: you'll shape how Agreya does hospitality. It's also floor-first. You'll rotate between outlets, be there at peak hours and weekends, and work closely with the Operations Manager and Outlet Managers to make every visit feel warm and polished.

What You'll Do

Set Agreya's service standards and SOPs, and roll them out to every outlet.

Own the in-outlet guest journey: booking, arrival, the meal, payment and farewell. Audit outlets through floor visits, mystery guests and service checklists.

Handle guest complaints at outlet level with the Operations Manager and Outlet Managers, and lead service recovery on the spot.

Coach frontliners and outlet teams on hospitality, upselling and handling difficult guests.

Track CX numbers weekly per outlet and turn them into action plans with outlet leadership.

Make sure every new outlet is CX-ready from pre-opening to soft launch.

What You Bring

3-6 years in customer-facing service in hospitality, F&B, banking or telco.

1-2 years leading a service team, e.g. Assistant Restaurant Manager, Floor Manager, Guest Relations or F&B Supervisor, Branch Service or Customer Service Supervisor, or Service Centre Supervisor.

Hotel, F&B, banking and telco service leaders are all welcome: strong service instincts matter more than restaurant experience.

Multi-outlet or multi-branch experience is a plus.

Calm in recovery: you can turn an unhappy guest into a regular, right there at the table.

A coach, not a police officer: teams trust you and get better.

Comfortable with numbers and guest feedback, and turning them into actions.

Fluent in Bahasa Indonesia and workable English.

Hospitality or tourism degree is a plus, not a must.

Based in Jakarta, happy to travel to Bogor and BSD regularly and work peak hours and weekends.

At Agreya Coffee, we craft more than exceptional specialty coffee-we build intentional spaces where community, focus, and lifestyle converge. From bustling morning remote-work sessions and corporate meetings to evening community gatherings and weekend dining, our venue is designed to support every pace of modern city life.

Behind every cup, curated playlist, and thoughtfully arranged corner is a team dedicated to authentic hospitality, culinary craft, and seamless service. We believe great guest experiences start with an energized, supportive workplace.

At Agreya Coffee, we craft more than exceptional specialty coffee-we build intentional spaces where community, focus, and lifestyle converge. From bustling morning remote-work sessions and corporate meetings to evening community gatherings and weekend dining, our venue is designed to support every pace of modern city life.

Behind every cup, curated playlist, and thoughtfully arranged corner is a team dedicated to authentic hospitality, culinary craft, and seamless service. We believe great guest experiences start with an energized, supportive workplace.