Operations & Client Experience Manager

PT Joy Kreasi Divisi; Provinsi Bali; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

Maja Healing in Bali is seeking an experienced Operations & Client Experience Manager to lead day-to-day operations and client journeys with professionalism and warmth. You will manage client communications, administer processes, ensure compliance, and coordinate projects while guiding the Admin Officer.

This role requires strong judgment, confidentiality and collaboration with the Director. Based in Bali, the position offers a hands-on environment for a proactive leader in premium wellness

Qualifications

• Approx. 5+ years of relevant professional experience in operations, client services, project management, executive operations, office management or comparable environment.
• Demonstrated ability to coordinate multiple responsibilities, projects and deadlines.
• Strong client relationship or customer service experience.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills and emotional intelligence.
• Strong organizational and project-management capabilities.
• Attention to detail and accountability.
• Sound judgment and independent problem-solving ability.

Responsibilities

• Manage client enquiries and administrative communication with warmth, professionalism and discretion.
• Coordinate the client journey from initial enquiry through booking, payment, appointment preparation and administrative follow-up.
• Ensure clients receive accurate, timely information on appointments, services, rates, policies and logistics.
• Maintain professional written communication across email, WhatsApp and other client channels.
• Identify opportunities to improve the overall client experience.
• Oversee day-to-day administrative and operational functioning; maintain and improve internal systems and workflows.
• Coordinate schedules, appointments, office requirements, suppliers and operational logistics.
• Develop, document and maintain Standard Operating Procedures where appropriate.
• Monitor licenses, permits, registrations and professional memberships; coordinate renewals and extensions.
• Coordinate with therapists and external parties to obtain required documents, payments or approvals.
• Directly manage the Admin Officer and provide feedback, coaching and performance reviews.
• Support onboarding and training of new administrative or operational team members.
• Ensure information is organized, accessible and up to date.

Skills

Operations management

Client relationship management

Project management

Team management

Administrative oversight

Tools

Google Workspace

CRM systems

Job description

Position Level: Manager / Experienced Professional

About Maja Healing

Maja Healing is an integrative mind-healing center based in Bali, working with local and international clients.

Our work is highly personal, and the client experience extends beyond the sessions themselves. We value professionalism, warmth, discretion, clear communication, attention to detail and thoughtful care throughout every interaction.

As a small and growing business, we work collaboratively across functions. We are seeking an experienced, highly organized individual to take ownership of day-to-day operations and client experience.

The Role

The Operations & Client Experience Manager is responsible for ensuring that Maja Healing operates smoothly, professionally and efficiently on a day-to-day basis.

This hands‑on role combines client relationship management, business operations, project management, administrative oversight, financial administration and team management. It includes direct management of the Admin Officer and responsibility for ensuring administrative work meets Maja Healing’s standards accurately and on time.

The successful candidate will be able to both execute and oversee: handling detailed operational work while seeing the bigger picture, anticipating priorities, coordinating multiple moving parts, delegating effectively and bringing tasks and projects to completion.

This position requires excellent judgment, communication and people skills, strong attention to detail and the ability to work independently.

Client Experience & Relationship Management

Manage client enquiries and administrative communication with warmth, professionalism and discretion.

Coordinate the client journey from initial enquiry through booking, payment, appointment preparation and administrative follow‑up.

Ensure clients receive accurate, timely information on appointments, services, rates, policies and logistics.

Maintain a high standard of written communication across email, WhatsApp and other client channels.

Handle client concerns and administrative issues calmly and professionally.

Determine when matters can be resolved independently or require escalation to the Director or relevant therapist.

Maintain professional boundaries and strict confidentiality with sensitive client information.

Identify opportunities to improve the overall client experience.

Business Operations & Administration

Oversee Maja Healing’s day‑to‑day administrative and operational functioning.

Maintain and improve internal systems, workflows, records and procedures.

Coordinate schedules, appointments, office requirements, suppliers and operational logistics.

Ensure administrative tasks are completed accurately and on time.

Identify and resolve operational issues proactively.

Develop, document and maintain Standard Operating Procedures where appropriate.

Ensure information is organized, accessible and up to date.

Support the Director in improving operational efficiency across the business.

Compliance, Licensing & Legal Administration

Monitor and maintain required business and therapist licenses, permits, registrations and professional memberships.

Coordinate registrations, renewals and extensions, ensuring completion before expiry.

Prepare documentation and liaise with relevant authorities, professional associations and external advisors.

Maintain accurate compliance records and track deadlines and outstanding actions.

Coordinate with therapists and relevant parties to obtain required documents, payments or approvals.

Escalate significant legal, regulatory or compliance matters to the Director and appropriate external professionals.

The Operations & Client Experience Manager coordinates timely completion of administrative compliance requirements but is not expected to provide legal advice.

Project Management

Coordinate internal and external projects from planning through completion.

Translate objectives into clear tasks, timelines, responsibilities and deliverables.

Track deadlines, dependencies and outstanding actions.

Coordinate team members, suppliers and external service providers as required.

Follow up proactively to ensure agreed actions are completed.

Identify delays, risks or potential problems early and take appropriate action.

Provide clear progress updates without requiring the Director to manage day‑to‑day project details.

Projects may include workshops, training programs, websites, events, partnerships, office improvements, new systems and other business initiatives.

Prepare and organize monthly administrative documentation required by accounting.

Maintain accurate records of invoices, receipts, payments and business expenses.

Track financial documentation and follow up on missing information.

Assist with basic reconciliation and checking of operational financial information.

Identify discrepancies and raise them promptly.

Coordinate with the company's accountant and/or accounting team as required.

This position is not responsible for professional accounting or financial reporting, but must ensure complete and accurate information is provided on time.

Team Management & Administrative Oversight

Directly manage and oversee the Admin Officer and their day‑to‑day responsibilities.

Delegate and prioritize administrative work, ensuring responsibilities, expectations and deadlines are clear.

Ensure administrative tasks are completed accurately, efficiently, on time and to Maja Healing’s standards.

Monitor the quality and completion of administrative work without requiring routine oversight from the Director.

Provide clear, constructive and timely feedback on errors, performance concerns and improvement areas.

Conduct regular check‑ins and formal performance reviews with the Director and HR where appropriate.

Support the Admin Officer’s development through guidance, coaching, clear expectations and ongoing feedback.

Hold the Admin Officer accountable for agreed responsibilities, deadlines and performance standards.

Identify recurring errors, inefficiencies or performance issues and take appropriate corrective action.

Improve administrative workflows, systems, checklists and procedures for consistency, efficiency and accuracy.

Ensure company procedures, operational standards and administrative protocols are understood and followed.

Coordinate operational and administrative matters across therapists, administrative staff and other team members.

Ensure relevant information, schedules, changes and operational requirements are communicated clearly across the team.

Follow up on outstanding tasks and agreed actions through completion.

Support onboarding and training of new administrative or operational team members where required.

Escalate significant or persistent performance concerns to the Director and/or HR with appropriate documentation and recommendations.

The Operations & Client Experience Manager is expected to takeday-to-day ownership of the administrative function, including management of the Admin Officer and the quality and completion of their work.

The Director should not need to routinely monitor completion of administrative responsibilities, agreed actions or required work standards.

Director Support

Provide operational support to the Director where required.

Prepare information, documentation and summaries to support decision‑making.

Track delegated tasks and ensure they are completed.

Coordinate selected meetings, logistics, correspondence and business arrangements.

Resolve routine operational matters independently where appropriate.

Escalate significant matters with sufficient context and, where possible, a proposed solution.

Essential Experience & Skills

Approx.5+ years of relevant professional experience in operations, client services, project management, executive operations, office management, hospitality management, private healthcare/wellness administration, professional services or a comparable environment.

Demonstrated experience coordinating multiple responsibilities, projects and deadlines.

Strong client relationship or customer service experience.

Excellent written and verbal communication skills.

Excellent interpersonal skills and emotional intelligence.

Strong organizational and project-management capabilities.

Exceptional attention to detail.

Strong follow‑through and personal accountability.

Sound judgment and independent problem‑solving ability.

Comfortable with spreadsheets, reports, schedules and basic numerical information.

Strong digital literacy and ability to learn new systems quickly.

Experience with Google Workspace and common business administration tools.

High level of discretion and understanding of confidentiality.

Professional English proficiency, particularly written English.

Demonstrated experience managing, supervising or leading administrative/support staff, including delegation, performance oversight, feedback and accountability.

Experience within premium hospitality, wellness, healthcare, private client services, luxury service environments or founder‑led businesses would be particularly valuable.

Candidate Eligibility

This recruitment is intended for candidates who are currently based in Bali or willing to relocate to Bali.

Given the sensitive, private and highly client‑facing nature of Maja Healing's work, HR should prioritize candidates with exceptionalinterpersonal sensitivity, discretion, emotional intelligence and professionalism.