Customer Experience Manager – Luxury Brand

EUROMEDICA GROUP; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A premier luxury service provider in Jakarta Utara seeks a driven Customer Experience Manager to enhance the customer journey. You will manage client relationships and ensure a seamless luxury experience. Ideal candidates have extensive experience in premium customer service, particularly within the luxury sector, and are skilled at delivering exceptional experiences for distinguished clientele.

Qualifications

• 5+ years of experience in Customer Experience, Service Quality, Customer Care, or related fields.
• 3+ years of experience in the luxury sector, preferably in high-end retail or luxury hospitality.
• Ability to deliver exceptional experiences for VIP and HNWI clientele.

Responsibilities

• Lead and elevate the customer journey for clients.
• Monitor client feedback and manage data proactively.
• Ensure seamless luxury experience across all touchpoints.

Skills

Premium customer service

Communication skills

Analytical thinking

Client relationship 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.

We are Euromedica Group, a company that offers a complete range of aesthetics, slimming services, and nutraceuticals. Our mission is to keep expanding and rise above to become the best choice for an all-in-one beauty solution in the market. We are supported by professional medical personnel and adhere to international standards for customer satisfaction.

We are an equal opportunities employer and welcome applications from all qualified candidates. Beware of recruitment fraud, we never require any person/parties to receive payments/compensation for any recruitment purposes.