Customer Experience Manager – Luxury Brand

EUROMEDICA GROUP; Jakarta Selatan; On-site; IDR 320,000,000 - 460,000,000; Full time

Job summary

Euromedica Group is seeking a Customer Experience Manager to lead the premium client journey across in-store and online channels. You will drive personalized service for VIP clients, coordinate cross-functional teams, and respond to feedback to continuously improve the luxury experience.

Ideal candidates have 5+ years in premium customer service, a strong luxury sector background, and excellent communication skills to exceed high-end expectations.

Qualifications

• Bachelor's degree from a reputable university.
• 5+ years in Customer Experience, Service Quality, Customer Care, Client Experience or Social Media Management.
• Minimum 3 years in the luxury sector (high-end retail, jewellery, fashion or luxury hospitality).
• Strong communication, VIP/HNWI client service mindset and teamwork.

Responsibilities

• Lead and elevate the customer journey across in-store and online touchpoints.
• Manage client relationships and VIP/HNWI service expectations.
• Monitor client feedback and develop improvement plans.
• Bridge communications between client expectations and company policy.
• Oversee social media interactions and overall client experience.

Skills

Customer Experience

Service Quality

Customer Care

Client Experience

Social Media Management

Education

Bachelor's degree

Job description

Customer Experience Manager – Luxury Brand

We are seeking a highly driven and service-oriented Client Experience Manager to lead and elevate the customer journey. In this role, you will be responsible for delivering exceptional, personalized experiences to our discerning clientele, managing client relationships, and ensuring a seamless luxury experience across all touchpoints — both in-store and online. Ideal candidates have a strong background in premium customer service, excellent communication skills, and a passion for luxury retail.

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.

Requirements

Bachelor's degree in any major from reputable University

At least 5 years experience in Customer Experience, Service Quality, Customer Care, Client Experience or Social Media Management.

Minimum 3 years of experience in the luxury sector, preferably within high-end retail, fine jewellery, premium fashion, or luxury hospitality.

Strong understanding of high-touch client service and delivering exceptional customer experiences for VIP 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.

Your application will include the following questions:

• Apakah kamu berpengalaman di bidang pelayanan pelanggan?
• Berapa gaji bulanan yang kamu inginkan?
• Pernahkah kamu mendapatkan pekerjaan yang membutuhkan pengalaman dalam relationship management?
• Kualifikasi mana yang kamu miliki?
• How many years' experience do you have as a Customer Experience Manager?
• Berapa lama waktu yang kamu butuhkan untuk memberi tahu perusahaanmu saat ini?
• Manakah dari industri berikut yang Kamu miliki pengalaman bekerja?

Euromedica Group mission is to keep expanding and rise above to become the best choice for an all-in-one beauty solution in the market.

Through our portfolio of businesses, including European Slimming Centre (ESC), Euro Skin Lab (ESL), SKIN+, SLIM+, and FibreFirst, we are proud to be able to cater to a wide range of the market. We are also the only company in Indonesia that offers a complete range of aesthetics, slimming services, and nutraceuticals.

Euromedica is supported by professional medical personnel who are members of the medical & nursing team that includes foreign & local doctors, nurses, therapists, and beauticians as well as international standards for customer satisfaction.

Euromedica Group mission is to keep expanding and rise above to become the best choice for an all-in-one beauty solution in the market.

Through our portfolio of businesses, including European Slimming Centre (ESC), Euro Skin Lab (ESL), SKIN+, SLIM+, and FibreFirst, we are proud to be able to cater to a wide range of the market. We are also the only company in Indonesia that offers a complete range of aesthetics, slimming services, and nutraceuticals.

Euromedica is supported by professional medical personnel who are members of the medical & nursing team that includes foreign & local doctors, nurses, therapists, and beauticians as well as international standards for customer satisfaction.

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