Head of Customer Experience (Luxury Hotel Industry)

EUROMEDICA GROUP; Provinsi Bali; On-site; IDR 600,000,000 - 1,000,000,000; Full time

Job summary

EUROMEDICA GROUP in Bali invites a seasoned Head of Customer Experience to elevate service across every touchpoint in our luxury hotel portfolio. You will design VIP journeys, lead a high-performing team, and partner with operations to deliver consistently flawless, personalized experiences for discerning guests.

The ideal candidate has 5+ years in customer experience within 5-star hospitality or aviation, excellent communication, analytical mindset, and a passion for premium service.

Qualifications

• Bachelor's degree from a reputable university.
• At least 5 years experience in Customer Experience, Service Quality, Customer Care, or Client Experience.
• Minimum 3 years of experience leading 5-star luxury hotel / hospitality or Airlines sector.

Responsibilities

• Design and optimize the end-to-end patient journey.
• Track Customer Experience metrics (NPS, CSAT, online reviews) to identify gaps, resolve pain points, and improve retention.
• Establish and enforce 5-star / VIP service protocols across all client touchpoints.
• Monitor client feedback in each business unit.
• Monitor and manage new client data proactively in collaboration with related departments.
• Making reports, analyzing and improvement plans.
• Ensuring preventive action from all clients.
• Monitor regularly both online and offline regarding client complaints or negative feedback.
• Monitor all operational activities that impact client experience.
• Monitoring and ensuring all client interactions through social media.

Skills

Excellent communication skills

Team player

Analytical thinking

Premium/luxury customer-facing

Education

Bachelor's degree from reputable University

Job description

Head of Customer Experience (Luxury Hotel Industry)

We are seeking a highly driven and service-oriented Head of Customer Experience 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. Ideal candidates have a strong background in 5 Star Hotel, Hospital or Airlines industry, excellent communication skills, and a passion for luxury retail.

Responsibilities

• Design and optimize the end-to-end patient journey.
• Track Customer Experience metrics (NPS, CSAT, online reviews) to identify gaps, resolve pain points, and improve retention.
• Establish and enforce 5-star / VIP service protocols across all client touchpoints.
• Monitoring client feedback in each business unit.
• Monitor and manage new client data proactively in collaboration with related departments.
• Making reports, analyzing and improvement plans.
• Ensuring preventive action from all clients.
• Monitor regularly both online and offline regarding client complaints or negative feedback.
• 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, or Client Experience.
• Minimum 3 years of experience in Leading 5-star luxury hotel / hospitality or Airlines sector.
• 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.

Based in or willing to relocate to Bali for a full-time, on-site role.