Luxury CX Leader for VIP Client Experience & Team

The Solitaire Bali; Provinsi Bali; On-site; IDR 200,880,000 - 357,120,000; Full time

Job summary

The Solitaire Bali is seeking a senior Customer Experience leader to oversee the luxury clinic's client journey and service standards in Bali, Indonesia. The role focuses on guiding a frontliner team to deliver personalized, seamless experiences for high-profile clients.

You will coach and develop the customer service team, manage escalations with discretion, and monitor CX performance to uphold The Solitaire Clinic’s premium brand.

Qualifications

• Bachelor’s degree in a related field is required.
• Minimum 5–10 years in CX, hospitality, luxury retail, healthcare, or related service industry.
• At least 5 years in a supervisory/managerial role.
• Strong knowledge of customer journey, service excellence and recovery.

Responsibilities

• Lead and develop a customer service/frontliner team to deliver exceptional client experiences.
• Manage VIP/high-profile clients with discretion and professionalism.
• Monitor CX metrics (NPS/CSAT, service quality) and drive improvements.
• Coach and motivate the team to maintain luxury-brand standards.
• Collaborate with other departments to ensure seamless service delivery.

Skills

Customer Experience

Leadership

VIP Clients

Bilingual English Bahasa

Coaching & Development

CRM Software

Service Recovery

Education

Bachelor's degree

Tools

CRM Software

Office Suite

Job description

The Solitaire Bali is seeking a senior Customer Experience leader to oversee the luxury clinic's client journey and service standards in Bali, Indonesia. The role focuses on guiding a frontliner team to deliver personalized, seamless experiences for high-profile clients.

You will coach and develop the customer service team, manage escalations with discretion, and monitor CX performance to uphold The Solitaire Clinic’s premium brand.