Customer Experience Manager

English 1 Indonesia; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading education firm in Jakarta is seeking an experienced Customer Experience Manager to lead the national CX strategy, improve retention, and manage insights. Responsibilities include developing CX programs, analyzing data for trends, and collaborating with various teams to implement action plans. Ideal candidates have 3–5 years of experience in a related field and strong analytical skills. Professional certifications in CX are advantageous.

Qualifications

• 3–5 years of experience in Customer Experience, Customer Insight, or Service Excellence.
• Proven ability to lead cross-functional teams and engage with stakeholders.
• Strong analytical skills with expertise in quantitative and qualitative data.

Responsibilities

• Develop and direct national CX strategies aligned with company objectives.
• Implement CX programs and monitor execution in the field.
• Analyze data to identify trends and opportunities for service improvement.

Skills

Customer Experience Management

Data Analysis

Cross-functional Team Leadership

Stakeholder Engagement

Communication Skills

Education

Professional certifications in CX

Tools

Data Visualization Tools

Survey Platforms

Job description

Overview

Lead the national Customer Experience (CX) strategy while managing customer data and insights to improve retention, strengthen brand trust, and support business growth.

Responsibilities

• Develop and direct national CX strategies aligned with company objectives.
• Oversee the implementation of CX programs (NPS, Google Reviews, Mystery Shopper, Activation Surveys, Loyalty Programs).
• Coordinate closely with the CX Coordinator (platform owner) to ensure effective execution.
• Serve as the liaison between HQ, regions, centers, and partners/licensors regarding CX policies and initiatives.

Insights & Analysis

• Collect and consolidate data from multiple CX sources (NPS, Google Reviews, QR Surveys, Mystery Shopper, FGDs, etc.).
• Analyze data to identify trends, root causes of churn, and opportunities for service improvement.
• Develop customer segmentation (Promoter, Passive, Detractor) to support retention and acquisition strategies.
• Prepare regular reports (weekly, monthly, quarterly) with actionable recommendations.
• Present insights through storytelling to management, partners, and stakeholders.
• Work with Marketing, Sales, and Operations teams to translate insights into action plans.
• Provide guidance and best practices on parental communication (WhatsApp, Direct Messaging, trust-building) to centers.
• Support rebranding programs and new center expansion with data-driven insights.
• Ensure SLA discipline and timely follow-up on all customer feedback.

Monitoring & Improvement

• Develop CX KPIs and dashboards at national and regional levels.
• Monitor execution in the field and ensure follow-up on priority issues.
• Recommend innovations based on customer insights and business needs.

Qualifications

• 3–5 years of experience in Customer Experience, Customer Insight, or Service Excellence.
• Proven ability to lead cross-functional teams and engage with stakeholders at all levels.
• Strong analytical skills with expertise in both quantitative and qualitative data.
• Proficiency in creating reports, dashboards, and management presentations.
• Excellent communication skills with the ability to turn insights into measurable action plans.
• Professional certifications in CX are an advantage, such as:

Certifications (advantageous)

• CX Specialist or CX Leader (CX University / CX Academy)
• Lean Six Sigma Yellow Belt (preferred), Green Belt, or higher
• BNSP Customer Experience Certification (Indonesia)