Customer Experience Manager

Jakarta, Jakarta, Indonesia
IDR 25,000,000
Sales and Marketing

Executive recruitment company Monroe Consulting Group Indonesia is recruiting on behalf of a Digital Lending company. Our respected client is seeking a Customer Experience leader for the job of Customer Experience Manager. The incumbent will be based in Jakarta, Indonesia and will report to the Regional Customer Experience Head.

The Customer Experience Manager will be responsible for developing and implementing strategies useful in improving customer relationships, dedication, and satisfaction. The candidate will guide and direct the activities of customer experience representative to ensure their interactions with clients reflect positively on the company. The ideal candidate will be have a blend of operations management, project management, and business acumen experience.

Job responsibilities:

  • Champion opportunities to consistently improve the company experience 
  • Drive customer retention, reduce churn, and increase customer satisfaction 
  • Map the customer journey and identify opportunities to proactively intervene on the client’s behalf 
  • Guide the team in effective client issues resolution and handle any escalations 
  • Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement 
  • Test new strategies for driving customer value 
  • Continually review and evolve the collection of processes the company uses to track, oversee and organise every interaction between the customer and the company throughout the lifecycle

Job requirement:

  • Have 4+ years combined team management experience in services and the sales industry
  • Methodical in resolving problems at hand
  • Fluent in spoken and written English and Bahasa Indonesia
  • Capable and confident to present and engage business conversations with C-suite and to the public
  • Able to balance being in both the customer’s and company’s shoes
  • Enjoy working in fast-paced start-up environments
  • Experience in the financial services or fintech industries will be an advantage
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