Customer Experience Manager

Mitralindo Bintang Jaya; Jakarta Selatan; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading luxury customer service company in Jakarta Selatan is seeking an experienced professional to oversee client experience and service quality. The ideal candidate will have over 5 years of experience in customer-focused roles within the luxury sector. This role emphasizes proactive client management and addressing client feedback effectively.

Qualifications

• Minimum 5 years experience in Customer Experience or related fields.
• 3+ years experience in luxury sector.
• Strong understanding of high-touch client service.

Responsibilities

• Responsible for individual and team work.
• Monitor and manage client feedback or negative feedback.
• Ensure preventive action from all clients.

Skills

Customer Experience

Service Quality

Client Experience

Social Media Management

Analytical Thinking

Team Player

Education

Bachelor's degree from a reputable University

Job description

Responsibilities

• Responsible with individual and team work.
• Responsible for the entire journey of Premier Guest.
• Monitoring client feedback in each business unit.
• Monitor and manage new client data proactively in collaboration with related departments.
• Making reports, analyzing and making improvement plans for complaints submitted by clients.
• Ensuring preventive action from all clients.
• Monitor regularly both online and offline regarding client complaints or negative feedback.
• Bridging communication between client expectations and company policy standards.
• Monitor all operational activities that impact client experience.
• Monitoring and ensuring all client interactions through social media.

Qualifications

• Bachelor\'s degree in any major from reputable University
• At least 5 years experience inCustomer Experience, Service Quality, Customer Care, Client Experience or Social Media Management.
• Minimum 3 years of experience inluxury sector, preferably withinhigh-end retail, fine jewellery, premium fashion, or luxury hospitality.
• Strong understanding of high-touch client service and delivering exceptional customer experiences forVIP and HNWI clientele.
• Communicative, result oriented and team player.
• Good analytical thinking, work effectively, and eager to grow.
• Background in premium or luxury customer-facing roles is a plus.