Head of Luxury Customer Experience — VIP Service, Bali

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

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.