Customer Experience Manager – Luxury Brand – Jakarta

Job Description

Tasks and Responsibilities :

• Responsible with individual and team work.
• Responsible for the entire journey of Premier Guest.
• Monitoring client feedback in each business unit.
• Monitor and manage new client data proactively in collaboration with related departments.
• Making reports, analyzing and making improvement plans for complaints submitted by clients.
• Ensuring preventive action from all clients.
• Monitor regularly both online and offline regarding client complaints or negative feedback.
• Bridging communication between client expectations and company policy standards.
• 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, Client Experience or Social Media Management.
• Minimum 3 years of experience in the luxury sector, preferably within high-end retail, fine jewellery, premium fashion, or luxury hospitality.
• 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.