Customer Experience Manager

PT. LUNA BOGA NARAYAN (Kopi Janji Jiwa); Jakarta Utara; Hybrid; IDR 583.657.000 - 972.763.000; Full time

Job summary

A prominent F&B brand in Indonesia is seeking a Head of Customer Experience. This role involves leading customer service strategies and improving customer satisfaction across all touchpoints. Ideal candidates should have a minimum of 8 years of experience in customer experience or service, alongside strong leadership skills. Competitive compensation and a collaborative culture are offered.

Benefits

Competitive compensation

Impactful community involvement

Collaborative culture

Qualifications

• Minimum 8 years of experience in Customer Experience, Customer Service, or Operations, preferably in F&B, retail, or hospitality.
• Strong leadership and people management skills with the ability to inspire and coach teams.
• Data-driven mindset with experience using customer insights and analytics to improve service.

Responsibilities

• Develop and execute a customer experience strategy that ensures consistent, high-quality service.
• Lead customer feedback programs and translate insights into actionable improvements.
• Collaborate with Operations, Marketing, Product, and Technology teams.

Skills

Leadership

Customer service

Data analysis

Communication

Job description

We’re Hiring: Head of Customer Experience (F&B Industry)

At JIWA GROUP, we believe every cup, every meal, and every interaction should leave a lasting impression. We are looking for a Head of Customer Experience to lead and shape how our brand connects with millions of customers across Indonesia.

What You’ll Do

• Develop and execute a customer experience strategy that ensures consistent, high-quality service across all touchpoints (store, digital, delivery, and customer care).
• Lead customer feedback programs and translate insights into actionable improvements.
• Build and manage a high-performing CX team to deliver excellent service standards.
• Collaborate with Operations, Marketing, Product, and Technology teams to create seamless customer journeys.
• Establish service KPIs and monitor customer satisfaction (NPS, CSAT, CES).
• Drive innovation in customer engagement to strengthen brand loyalty.

What We’re Looking For

• Minimum 8 years of experience in Customer Experience, Customer Service, or Operations, preferably in F&B, retail, or hospitality.
• Strong leadership and people management skills with the ability to inspire and coach teams.
• Data-driven mindset with experience using customer insights and analytics to improve service.
• Proven track record of developing customer loyalty and retention programs.
• Excellent communication, problem-solving, and stakeholder management skills.

Why Join Us?

• Be part of a fast-growing F&B brand with strong community impact.
• Opportunity to shape customer experience strategy at scale.
• Collaborative culture with a passion for innovation and growth.
• Competitive compensation and benefits.