Deskripsi Pekerjaan
Are you a passionate leader dedicated to elevating service standards? Gratyo Group is seeking a highly skilled Customer Experience Manager to join our team in Jakarta Utara. In this pivotal role, you will be the architect of our client-facing operations, building and mentoring a world-class team to deliver exceptional, SOP-driven service to our high-profile business owners.
We are looking for a strategic thinker who can bridge the gap between operational excellence and customer delight. You will not only manage daily service workflows but also analyze customer feedback to drive continuous improvement, ensuring every interaction reflects the premium quality our brand is known for. If you possess a sharp eye for detail, a heart for service, and the leadership prowess to cultivate a high-performance culture, we want to hear from you.
Tanggung Jawab
- Develop, implement, and refine SOPs to ensure consistent and high-quality service delivery.
- Lead, mentor, and inspire a customer-facing team to achieve and exceed service excellence KPIs.
- Analyze customer satisfaction data and feedback to identify trends and implement proactive service enhancements.
- Manage escalated client issues with professionalism, efficiency, and a solution-oriented mindset.
- Collaborate with cross-functional departments to streamline customer journeys and improve overall brand loyalty.
- Conduct regular performance reviews and training sessions to maintain high team standards.
- Prepare monthly reports on customer experience metrics for senior management.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, Management, or a related field.
- Minimum 5+ years of experience in customer experience, client relations, or service operations management.
- Proven track record of managing and scaling service teams, preferably in a premium or business-coaching environment.
- Strong expertise in developing Standard Operating Procedures (SOPs) and performance monitoring.
- Exceptional interpersonal and communication skills in both Indonesian and English.
- Analytical mindset with the ability to turn customer data into actionable strategies.
- Strong problem-solving skills and ability to thrive in a fast-paced, high-profile client environment.