Head of Customer Experience & Automation

Scarlett Indonesia; Jakarta Barat; In loco; IDR 279.000.000 - 468.720.000; Tempo pieno

Descrizione del lavoro

Scarlett Indonesia is seeking a seasoned Customer Experience leader to design and scale our CX strategy across online and offline channels. You will build scalable processes, lead a high-impact team, and drive improvements using data, feedback, and service analytics.

The role focuses on journey design, SOPs, automation initiatives, and cross-functional collaboration to elevate customer satisfaction and operational excellence in Indonesia’s vibrant beauty market.

Competenze

• Bachelor's degree in any major.
• Minimum 5 years of experience in Customer Experience, Customer Service, Customer Operations, E-Commerce, Retail, FMCG, or other consumer-facing industries.
• Proven experience leading teams and managing high-volume customer service operations.
• Strong experience in designing and improving customer journeys, service processes, SOPs, workflows, and operating models.
• Experience utilizing customer data, feedback, reviews, and service analytics to drive business improvements.
• Familiarity with AI, automation, CRM, chatbot platforms, or other digital solutions that improve service efficiency and scalability.
• Strong problem-solving, analytical, project management, and cross-functional collaboration skills.
• Ability to translate customer and operational challenges into practical initiatives with measurable business impact.

Mansioni

• Develop and execute the Customer Experience (CX) strategy, roadmap, and scalable operating model.
• Improve customer journeys, service processes, SOPs, workflows, and service standards.
• Lead AI, chatbot, CRM, and automation initiatives to enhance customer service efficiency and scalability.
• Analyze customer feedback, complaints, reviews, and service data to identify insights and improvement opportunities.
• Drive cross-functional projects to resolve customer and operational issues.
• Lead and develop the Customer Service team while fostering a customer-centric and data-driven culture.
• Monitor CX performance metrics and drive continuous improvements in customer satisfaction, service quality, and operational excellence.

Conoscenze

CX strategy

Team leadership

Data analysis

Cross-functional collaboration

Automation & AI awareness

Formazione

Bachelor's degree in any major

Strumenti

CRM platforms

Chatbot platforms

Automation tools

AI for CX

Descrizione del lavoro

Scarlett Indonesia is seeking a seasoned Customer Experience leader to design and scale our CX strategy across online and offline channels. You will build scalable processes, lead a high-impact team, and drive improvements using data, feedback, and service analytics.

The role focuses on journey design, SOPs, automation initiatives, and cross-functional collaboration to elevate customer satisfaction and operational excellence in Indonesia’s vibrant beauty market.