Customer Experience Manager

Gratyo Global Awards Winning Practical Business Coaching Company; Kebayoran Baru; On-site; IDR 167,400,000 - 279,000,000; Full time

Benefits offered by this job

Monthly Variable Bonus

Quarterly Team Celebration

BPJS

Job summary

Gratyo Global Awards Winning Practical Business Coaching Company in Jakarta seeks a seasoned Customer Experience Manager to own the client journey from onboarding to retention, coordinating with coaches and internal teams to deliver exceptional service.

The role requires 5+ years in Client Success/Operations, experience with high-profile clients, and the ability to develop strategies, improve processes, and contribute to revenue through relationship-driven growth.

Qualifications

• Bachelor’s degree with 5+ years in Client Success/Operations roles at national-scale firms.
• Experience in healthcare education or SaaS sectors preferred.
• Experience working directly with business owners or high-profile clients.

Responsibilities

• Manage client journey and retention across sessions.
• Oversee scheduling between coaches and clients with minimal friction.
• Develop and maintain SOPs for client management workflows.
• Identify bottlenecks and propose system improvements.
• Analyze attendance and retention data to drive decisions.
• Contribute to revenue through relationship-driven growth.

Skills

Client relationships

Strategy development

Team leadership

Operations management

Education

Bachelor's degree

Tools

CRM software

Job description

Gratyo Global Awards Winning Practical Business Coaching Company View all jobs

Are you a Customer Experience Manager from Premium Healthcare, Education & Training, or SaaS Companies who can own the entire client journey — from onboarding to long-term retention — while simultaneously improving the systems that make that journey excellent NOT ONLY can do a standard operations or customer service role? Have more than 5 years, adept at building strong client relationships, an expert in developing strategies, and capable of leading a team to execute operations with excellence?

With almost 15 years of experience & its significant impact, Gratyo Indonesia has a headquarter in Jakarta with focus in 12 major cities and beyond across Indonesia. We believe in working with FUN yet serious for success, enabling us to give significant impact to our clients who are mostly Entrepreneurs.

Requirements:

Minimum Bachelor’s degree with at least 5 years of experience (at least one tenure of 2+ years in a one company) as a Client Success Manager (Operations & Retention), Client Experience & Operations Manager, or Customer Success & Operations Manager in a national-scale or well-known Premium Healthcare, Education & Training, or SaaS Companies, working directly with business owners or high-profile clients.

Background in: corporate training, premium clinic/healthcare, SaaS/CRM, membership business, or hospitality (preferred)

NOT suitable background: logistics, financial services, call center operations

Will be based at Gratyo® Headquarter – Mall of Indonesia Office Complex, North Jakarta.

This role is also suitable for those seeking positions such as Account Manager, CRM Manager or Retention Manager, Service Excellence Manager, Head of Customer Success, Client Relationship Manager, Service Operations Manager

Key Responsibilities:

Client Journey & Retention

Ensure scheduled clients attend sessions consistently (minimize no-shows through proactive follow-up)

Monitor and improve client satisfaction post-session

Conduct regular client checks and anticipate needs before they become problems

Operations & Scheduling

Manage daily scheduling between coaches and clients with zero tolerance for friction

Build and maintain SOPs for client management workflows

Coordinate across internal teams to ensure seamless service delivery

Strategic Improvement

Identify bottlenecks in client journey and propose system improvements

Develop strategies to reactivate dormant or postponed clients

Analyze attendance and retention data to drive decisions — not just report them

Contribute directly to revenue through relationship-driven, experience-driven growth (not hard selling)

Coach & Service Quality Monitoring

Coordinate with business coaches to ensure session quality standards are maintained

Flag patterns that correlate with client churn or low satisfaction

Act as internal advocate for client experience improvements

Why Join Gratyo?

• Monthly Variable Bonus: Based on company & individual performance (for Sales & Non-Sales).
• Quarterly Team Celebration & Annual Rewards Holiday Trip.
• BPJS.

All CVs will be handled strictly confidentially, and only shortlisted candidates will be contacted.

Process Improvement, Workflow Optimization, SOP Implementation, Cross-functional Coordination, SLA Monitoring, Day-to-day Execution, Customer Operations, Customer Support Oversight, Client Coordination, Data-Driven Decision Making, Operational Strategy.