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Customer Experience Manager
English 1 IndonesiaJakarta Utara, Jawa, Indonesia2 days ago
Job descriptionCollect and consolidate data from multiple CX sources (NPS, Google Reviews, QR Surveys, Mystery Shopper, FGDs, etc.). Analyze data to identify trends, root causes of churn, and opportunities for service improvement. Develop customer segmentation (Promoter, Passive, Detractor) to support retention and acquisition strategies. Prepare regular reports (weekly, monthly, quarterly) with actionable recommendations. Present insights through storytelling to management, partners, and stakeholders. Work with Marketing, Sales, and Operations teams to translate insights into action plans. Provide guidance and best practices on parental communication (WhatsApp, Direct Messaging, trust-building) to centers. Support rebranding programs and new center expansion with data-driven insights. Ensure SLA discipline and timely follow-up on all customer feedback. Develop CX KPIs and dashboards at national and regional levels. Monitor execution in the field and ensure follow-up on priority issues. Recommend innovations based on customer insights and business needs. 3–5 years of experience in Customer Experience, Customer Insight, or Service Excellence. Proven ability to lead cross-functional teams and engage with stakeholders at all levels. Strong analytical skills with expertise in both quantitative and qualitative data. Proficiency in creating reports, dashboards, and management presentations. Excellent communication skills with the ability to turn insights into measurable action plans. Professional certifications in CX are an advantage, such as : CX Specialist or CX Leader (CX University / CX Academy) Lean Six Sigma Yellow Belt (preferred), Green Belt, or higher BNSP Customer Experience Certification (Indonesia)
Overview
Lead the national Customer Experience (CX) strategy while managing customer data and insights to improve retention, strengthen brand trust, and support business growth.
Responsibilities
- Develop and direct national CX strategies aligned with company objectives.
- Oversee the implementation of CX programs (NPS, Google Reviews, Mystery Shopper, Activation Surveys, Loyalty Programs).
- Coordinate closely with the CX Coordinator (platform owner) to ensure effective execution.
- Serve as the liaison between HQ, regions, centers, and partners / licensors regarding CX policies and initiatives.
Insights & Analysis
Monitoring & Improvement
Qualifications
Certifications (advantageous)
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Customer Experience Manager • Jakarta Utara, Jawa, Indonesia
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