Customer Experience Senior Manager

Elitez Pte Ltd; Jakarta Timur; On-site; IDR 279,000,000 - 669,600,000; Full time

Job summary

Elitez Pte Ltd is seeking a Senior Customer Experience Manager to lead a high-performing team and shape end-to-end customer journeys across all touchpoints. You will collaborate with multiple departments, design strategies, and continuously optimize processes to boost satisfaction and loyalty.

Banking-like customer-facing insights and strong communication are highly valued. The role requires a minimum of 5 years in a Senior CX leadership position, with proven ability to implement journey

Qualifications

• Minimum 5 years of experience in a Senior Manager-level Customer Experience role or a similar position.
• Proven experience in developing and implementing customer journey strategies and service improvement initiatives.
• Strong understanding of face-to-face customer service operations, customer engagement, and service excellence.
• Experience in designing customer journeys that improve convenience, speed, accessibility, and overall customer satisfaction.

Responsibilities

• Collaborate with cross-functional departments to ensure a consistent and seamless customer experience across all touchpoints.
• Manage, lead, and develop a high-performing customer service team to deliver outstanding experiences.
• Develop and implement customer experience strategies, policies, and processes to enhance satisfaction and loyalty.
• Design and develop comprehensive customer journey frameworks from initial interaction to service completion.
• Evaluate and optimize service processes, layouts, payment systems, and workflows for efficiency.
• Monitor feedback and metrics to identify improvements and implement effective solutions.
• Identify and implement new technologies and tools to streamline operations and enhance experience.
• Drive continuous improvement initiatives to ensure service excellence and consistency.
• Report customer experience strategies and performance to the Director of Operations.

Skills

Customer experience strategy

Leadership

Stakeholder management

Communication

Education

Bachelor's degree

Job description

Collaborate with cross-functional departments to ensure a consistent and seamless customer experience across all customer touchpoints.

Manage, lead, and develop a high-performing customer service team to deliver outstanding customer experiences.

Develop and implement customer experience strategies, policies, and processes to enhance customer satisfaction and loyalty.

Design and develop comprehensive customer journey frameworks, covering the entire customer experience from initial interaction to service completion.

Evaluate and optimize service processes, service layouts, payment systems, and operational workflows to create a convenient, efficient, and seamless customer experience.

Monitor and analyze customer feedback, satisfaction metrics, and service data to identify improvement opportunities and implement effective solutions.

Identify and implement new technologies, service innovations, and tools to streamline operations and enhance the overall customer experience.

Develop innovative service concepts and differentiated customer experiences to strengthen customer engagement, encourage repeat visits, and improve customer retention.

Drive continuous improvement initiatives to ensure service excellence, operational efficiency, and consistency across all customer touchpoints.

Report customer experience strategies, initiatives, and performance to the Director of Operations.

Job Qualifications

Minimum 5 years of experience in a Senior Manager-level Customer Experience role or a similar position.

Proven experience in developing and implementing customer journey strategies and service improvement initiatives.

Strong understanding of face-to-face customer service operations, customer engagement, and service excellence.

Experience in designing customer journeys that improve convenience, speed, accessibility, and overall customer satisfaction.

Background in the banking industry, particularly in customer-facing services such as priority banking or relationship management, is preferred. Candidates from other industries with strong face-to-face customer service experience are also welcome.

Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders.

Strong problem-solving, analytical, and decision-making skills, with the ability to identify and implement innovative solutions.

Bachelor's degree in any major.

Your application will include the following questions:

• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Experience Manager?
• Which of the following types of qualifications do you have?
• Do you have Customer Journey Mapping experience?
• How many years of Leadership Management experience do you have?
• Do you have Retail Services experience?
• How much notice are you required to give your current employer?
• Which of these industries have you worked in?