Customer Experience Manager

The Solitaire Bali; Provinsi Bali; On-site; IDR 200,880,000 - 357,120,000; Full time

Job summary

The Solitaire Bali is seeking a senior Customer Experience leader to oversee the luxury clinic's client journey and service standards in Bali, Indonesia. The role focuses on guiding a frontliner team to deliver personalized, seamless experiences for high-profile clients.

You will coach and develop the customer service team, manage escalations with discretion, and monitor CX performance to uphold The Solitaire Clinic’s premium brand.

Qualifications

• Bachelor’s degree in a related field is required.
• Minimum 5–10 years in CX, hospitality, luxury retail, healthcare, or related service industry.
• At least 5 years in a supervisory/managerial role.
• Strong knowledge of customer journey, service excellence and recovery.

Responsibilities

• Lead and develop a customer service/frontliner team to deliver exceptional client experiences.
• Manage VIP/high-profile clients with discretion and professionalism.
• Monitor CX metrics (NPS/CSAT, service quality) and drive improvements.
• Coach and motivate the team to maintain luxury-brand standards.
• Collaborate with other departments to ensure seamless service delivery.

Skills

Customer Experience

Leadership

VIP Clients

Bilingual English Bahasa

Coaching & Development

CRM Software

Service Recovery

Education

Bachelor's degree

Tools

CRM Software

Office Suite

Job description

Bachelor’s degree in Hospitality Management, Business Administration, Marketing, Communications, or a related field.

Minimum 5–10 years of experience in Customer Experience, Hospitality, Luxury Retail, Healthcare, Aesthetic Clinic, or a similar service-oriented industry, with at least 5 years in a supervisory/managerial role.

Strong understanding of customer journey, service excellence, client relationship management, and service recovery.

Excellent communication and interpersonal skills, with a polished, professional, and warm personality suitable for a luxury clinic environment.

Fluent in English and Bahasa Indonesia, both written and spoken; additional language skills, particularly Korean would be an advantage.

Strong leadership skills with the ability to coach, motivate, and develop the customer service/frontliner team to consistently deliver exceptional client experiences.

Experienced in handling VIP/high-profile clients, complaints, escalations, and sensitive customer situations with discretion and professionalism.

Strong analytical and problem-solving skills, with the ability to monitor customer feedback, NPS/CSAT, service quality, and CX performance indicators.

Proficient in Microsoft Office/Google Workspace and CRM or customer management systems.

Passionate about delivering personalized, seamless, and memorable customer experiences aligned with The Solitaire Clinic’s luxury brand standards.