Head Of Customer Experience

PT Pulau Sambu; Riau; On-site; IDR 300.000.000 - 400.000.000; Full time

Job summary

A leading agricultural company in Riau is seeking a Head of Customer Experience to enhance customer engagement through AI tools and data analytics. Ideal candidates will have a Bachelor's degree and significant experience in a managerial role, preferably in Fintech. Strong communication skills are essential. This role offers a chance to drive customer loyalty strategies and improve service delivery methods.

Qualifications

• 10 years working experience, with 5 years in a managerial position.
• Preferably from a Fintech company.
• Advanced degrees or certifications in AI, Machine Learning or Data Analytics are a plus.
• A solid foundation in IT concepts with understanding of AI and machine learning.

Responsibilities

• Collaborate with IT and AI teams to implement AI tools for customer service.
• Utilize data analytics for customer satisfaction and service improvements.
• Engage with customers across multiple channels to resolve inquiries.
• Work with marketing and operations for product and service improvements.
• Develop metrics that track customer engagement and loyalty.

Skills

Fluent in English

Strong analytical skills

Leadership

Teamwork

Education

Bachelor’s degree in IT, Computer Science, Business Administration or Marketing

Tools

CRM systems

Analytical tools

Basic programming (Ex. Python)

Job description

a. AI & IT Integration: Collaborate with IT and AI development teams to implement, monitor, and improve AI tools designed to enhance customer service. This includes workflow automation, chatbot management, and the deployment of self-service platforms. Make sure that CRM system works optimally to business strategic and customer's need.

b. Data Analysis & Insights: Utilize data analytics to monitor the performance of AI solutions in terms of customer satisfaction, response time, and issue resolution rates. Translate data insights into improvements in service delivery.

c. Customer Interaction & Relationship Building: Engage with customers across multiple channels (phone, email, live chat, social media) to understand and resolve inquiries and issues.

d. Cross-Functional Collaboration: Work closely with marketing, product development, and operations teams to ensure customer feedback is integrated into product and service improvements.

e. Monitoring and Reporting: Develop and maintain documentation and metrics that track performance indicators of customer engagement and loyalty strategy.

Customer Engagement and Loyalty Strategy : Develop & Implement Loyalty Programs: Design, launch, and manage customer loyalty program or another initiative to maintain customer’s loyalty.

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, Business Administration, Marketing, or a related field.

Advanced degrees or certifications in AI, Machine Learning, Data Analytics, or Digital Marketing are a plus.

10 years working experience, 5 years in managerial position. Preferably from Fintech company.

Fluent in English (Mandarin is a plus).

A solid foundation in IT concepts with clear understanding of how AI and machine learning can enhance customer service.

Familiarity with CRM systems, loyalty platforms, and basic programming or scripting (Ex. Python) is beneficial.

Experience working with analytical tools and platforms to interpret customer data.

Strong capability in converting raw data into strategic insight that can drive innovative program improvements.

Strong analytical skill, team work, and leadership.

Willing to be placed in Riau.

What's your expected monthly basic salary?

Which of the following types of qualifications do you have?

How many years' experience do you have as a Head of Customer Experience?

Are you available to travel for this role when required?

Which of the following languages are you fluent in?

Manufacturing, Transport & Logistics 51-100 employees

About Us:

A pioneer in their field, the company produces and distributes a selected variety of a specific agriculture commodity-based products, particularly related to food and beverages.

The company was established more than 50 years ago, and currently is one of the market leaders in Indonesia and serves global market including Europe, North America, Australia, Middle East and China.

The company’s currently running three different manufacturing facilities and plantations in Riau and supported by tens of thousands of workers.

As a company group, we are committed in building our industry’s ecosystem sustainability, community-synergy and employing social entrepreneurship principles to provide positive benefits to its stakeholders (community, consumers, suppliers and business partners).

PLEASE BEWARE OF RECRUITMENT SCAMS USING PT PULAU SAMBU & SUBSIDIARIES NAME

To prospective job applicants of Sambu Group, please be aware that recruitment fraud has been known to be carried out using PT Pulau Sambu and subsidiaries name in which applicants are contacted asked to transfer money to pay for recruitment ticket.

Sambu Group has never asked our prospective job applicants to transfer some money for recruitment process.

Should you need to set further clarification, please contact PT Pulau Sambu Human Resources Department

Recruitment Department

About Us:

A pioneer in their field, the company produces and distributes a selected variety of a specific agriculture commodity-based products, particularly related to food and beverages.

The company was established more than 50 years ago, and currently is one of the market leaders in Indonesia and serves global market including Europe, North America, Australia, Middle East and China.

The company’s currently running three different manufacturing facilities and plantations in Riau and supported by tens of thousands of workers.

As a company group, we are committed in building our industry’s ecosystem sustainability, community-synergy and employing social entrepreneurship principles to provide positive benefits to its stakeholders (community, consumers, suppliers and business partners).

PLEASE BEWARE OF RECRUITMENT SCAMS USING PT PULAU SAMBU & SUBSIDIARIES NAME

To prospective job applicants of Sambu Group, please be aware that recruitment fraud has been known to be carried out using PT Pulau Sambu and subsidiaries name in which applicants are contacted asked to transfer money to pay for recruitment ticket.

Sambu Group has never asked our prospective job applicants to transfer some money for recruitment process.

Should you need to set further clarification, please contact PT Pulau Sambu Human Resources Department