Head of Customer Experience

HiLoker; Jakarta Barat; Hybrid; IDR 1,200,000,000 - 2,600,000,000; Full time

Benefits offered by this job

Hybrid work model

Situs perusahaan: astronauts.id

Industri: E-Commerce

Lokasi: West Jakarta

Job summary

ASTRO adalah perusahaan quick commerce di Indonesia yang mengantarkan kebutuhan harian dalam 15 menit. Peran Head of Customer Experience memimpin transformasi pengalaman pelanggan meliputi Customers, Operations, dan Mitra untuk membangun CX yang skalabel dan didorong data.

Anda akan memimpin automasi pertanyaan, peningkatan penyelesaian keluhan, serta mengubah wawasan pelanggan menjadi perbaikan operasional yang berdampak pada kepuasan dan efisiensi operasional.

Qualifications

• Gelar S1 dengan pengalaman 8+ tahun di CX, Operasi Pelanggan, Ritel, E-commerce, atau Logistik.
• Pengalaman 3+ tahun memimpin tim besar di lingkungan dengan volume tinggi.
• Pemahaman kuat tentang strategi CX, manajemen keluhan, dan keunggulan operasional.
• Pengalaman di ritel/e-commerce/logistik dan operasi pemenuhan lebih disukai.
• Pengalaman transformasi CX, automasi, atau layanan pelanggan berbasis AI menjadi keunggulan.
• Keterampilan analitis, manajemen proyek, dan manajemen pemangku kepentingan lintas fungsi.
• Pengalaman mengelola metrik CX, produktivitas, dan keuangan.
• Keterampilan komunikasi yang kuat, kehadiran eksekutif, dan kemampuan krisis.
• Pemikir strategis dengan eksekusi dan kepemilikan yang kuat.

Responsibilities

• Kuasai strategi CX & roadmap: definisikan strategi CX, OKR, standar, struktur organisasi, dan roadmap untuk Customer, Hub, dan Mitra.
• Bangun Operasi CX yang Skalabel: kembangkan segmentasi inquiry dan keluhan berdasarkan tipe pelanggan, kasus, dan tingkat keparahan untuk mendukung operasi volume tinggi.
• Pimpin Automasi CX & AI: dorong automasi pertanyaan rutin dan solusi berbasis AI sambil menjaga sentuhan manusia untuk keluhan kompleks.
• Kembangkan Pengalaman Customer & Mitra: bangun manajemen keluhan/pertanyaan terintegrasi across Customer, Hub Ops, dan Mitra, inkl. ukuran kepuasan.
• Dorong Perbaikan akar masalah: bekerja sama dengan Operasi, Kualitas, Komersial, dan Produk untuk menghilangkan masalah berulang.
• Pimpin Kinerja CX & Keuangan: dorong CSAT/MSAT, produktivitas, kualitas layanan, dan kinerja keuangan CX.
• Pimpin Organisasi CX: bangun tim, kemampuan, model operasi, dan budaya kinerja untuk mendukung pertumbuhan bisnis.

Job description

DESKRIPSI PEKERJAAN

About Astro

ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within 15 minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by trusted international investors, it is our mission to make people’s lives simpler and easier by saving them time, energy, and money.

Just like real Astronauts that take off into outer space, Astro embodies the values of being fast, bold, adventurous, and technologically advanced.

Interested in working for a company that pushes the boundaries and strives to be the best? Join us now to be a part of this ground-breaking mission!

About this role

As the Head of Customer Experience, you’ll own the strategy and transformation of Astro’s end-to-end experience across Customers, Operations, and Mitra. Your mission is to build a scalable, data-driven, and technology-enabled CX function that can keep pace with Astro’s growth including automating high-volume inquiries, improving complaint resolution, and turning customer and operational insights into meaningful improvements.

Strategic Responsibilities

• As our Astronaut, your missions are:
• Own CX Strategy & Roadmap: Define CX strategy, OKRs, standards, organization structure, and roadmap across Customer, Hub, and Mitra experience.
• Build Scalable CX Operations: Develop inquiry and complaint segmentation based on customer type, case type, and severity to support high-volume operations.
• Lead CX Automation & AI: Drive automation of routine inquiries and develop AI-enabled solutions while ensuring human touch for complex complaints.
• Expand Customer & Mitra Experience: Build integrated complaint/inquiry management across Customer, Hub Operations, and Mitra, including satisfaction measurement.
• Drive Root-Cause Improvements: Partner with Operations, Quality, Commercial, and Product to eliminate recurring customer and operational issues.
• Own CX Performance & Financials: Drive CSAT/MSAT, productivity, service quality, and CX financial performance.
• Lead CX Organization: Build the team, capabilities, operating model, and performance culture to support business growth.

KUALIFIKASI MINIMUM

• Bachelor’s degree with 8+ years of experience in CX, Customer Operations, Retail, E-commerce, or Logistics.
• 3+ years of experience leading large teams in high-volume environments.
• Strong understanding of CX strategy, complaint management, and operational excellence.
• Experience in retail/e-commerce/logistics and fulfillment operations preferred.
• Proven experience in CX transformation, automation, or AI-enabled customer service is a strong advantage.
• Strong analytical, project management, and cross-functional stakeholder management skills.
• Experience managing CX metrics, productivity, and financials.
• Strong communication, executive presence, and crisis-management skills.
• Strategic thinker with strong execution and ownership.

RINGKASAN PERKERJAAN

• *SPESIALISASI**: Customer Service
• *PENDIDIKAN MINIMAL**: S1 (Sarjana)
• *SISTEM KERJA**: Hibrid
• *TIPE PEKERJAAN**: Full time
• *LOKASI**: West Jakarta, DKI Jakarta, Indonesia
• *INDUSTRI**: E-Commerce
• *SITUS PERUSAHAAN**: http://www.astronauts.id

TENTANG PERUSAHAAN

ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by both trusted International and local investors, it is our mission to make people's lives simpler and easier by saving them time, energy, and money.
Just like real Astronauts that take off into outer space, Astro embodies the values of being fast, bold, adventurous, and technologically advanced.
Interested in working for a company that pushes the boundaries and strives to be the best? Join us now to be a part of this ground-breaking mission!