Deskripsi Pekerjaan
Are you a passionate leader dedicated to elevating customer satisfaction and driving operational excellence? HOKBEN is looking for a visionary Customer Experience Senior Manager to join our dynamic team in Jakarta. In this pivotal role, you will be the architect of our customer journey, ensuring that every interaction reflects the high standards of the HOKBEN brand.
As our Customer Experience Senior Manager, you will lead high-performing teams, leverage data-driven insights to optimize service protocols, and champion initiatives that foster long-term customer loyalty. If you possess a strategic mindset and an unwavering commitment to quality service, we invite you to help us define the future of customer experience in the quick-service restaurant industry.
Tanggung Jawab
- Develop and execute comprehensive customer experience strategies to enhance brand loyalty and satisfaction.
- Lead, mentor, and inspire a large cross-functional team to exceed service KPIs and operational targets.
- Analyze customer feedback and market data to identify actionable insights for service process improvements.
- Oversee the resolution of complex customer escalations, ensuring professional and swift outcomes.
- Collaborate with operations, marketing, and product teams to integrate customer-centric initiatives across all touchpoints.
- Implement rigorous quality assurance frameworks to maintain excellence in all customer interactions.
- Drive organizational change by promoting a culture of service excellence and customer-first thinking.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, Marketing, or a related field; MBA is a plus.
- Minimum of 7-10 years of experience in Customer Service, CX management, or Guest Experience roles.
- Proven track record of building and leading high-performing teams in a fast-paced retail or F&B environment.
- Deep understanding of CRM software, CX analytics platforms, and modern customer feedback tools.
- Exceptional leadership, communication, and interpersonal skills with the ability to influence stakeholders at all levels.
- Strong analytical problem-solving skills with an ability to translate complex data into business strategies.
- Fluency in Bahasa Indonesia and English is mandatory.