Executive recruitment consultant Monroe Consulting Group Indonesia is recruiting on behalf of one of the Medical Device Companies in Indonesia. Our respected client is seeking a Customer Experience Manager. The job is based in Jakarta.
Responsibilities:
- Monitor and assess customer satisfaction levels through surveys, feedback, and data analysis.
- Analyze and optimize the end-to-end customer journey, identifying pain points and areas for improvement.
- Develop and implement customer experience strategies to enhance customer loyalty and retention.
- Work closely with other departments to ensure a consistent and exceptional customer experience.
- Utilize customer data and feedback to identify trends and make data-driven decisions.
- Manage customer complaints and resolve issues to ensure high customer satisfaction.
- Train and educate employees on the importance of customer experience and the company's values.
- Establish processes for collecting, analyzing, and acting on customer feedback.
- Define and track key performance indicators (KPIs) related to customer satisfaction and experience.
Qualifications:
- Proven experience in customer experience for 5-8 years.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work cross-functionally and lead teams toward customer-centric goals.
- Proficiency in data analysis and customer feedback tools.
- Knowledge of consumer healthcare products and industry trends.
- Strong project management skills.
- Customer-focused mindset with a passion for delivering exceptional service.
- Continuous learning and adaptability to evolving customer needs and market changes.
