Customer Experience Manager (CX) - Lifestyle
At a glance
Manager-level Customer Success role at Seven Retail. Indonesia · full-time.
Pay not stated Customer Experience Manager salary
growthroles summary, based on the employer's posting.
What you'll do
- Map the full customer journey, find points of friction and guide improvements
- Track NPS, complaint rates, wait times and CSAT, then turn the results into concrete actions
- Create and roll out long-term plans to improve customer experience and retention
- Lead support representatives and daily operations, keeping complaint resolution effective and customer satisfaction high
What you bring
- A bachelor's degree in business, marketing, communications or a related area
- Two to five years in customer experience, account management or service operations
- Working proficiency with CRM, analytics software and customer feedback platforms
Who this fits
This manager role suits someone with customer experience, analytical problem-solving and people leadership skills. You’ll lead a team of support representatives while shaping customer experience decisions and putting plans into practice.
From the employer
Our Company
Founded in 2020, Seven Retail is a House of Brands focused on making quality lifestyle services more accessible. With over 200 centers and growing, we operate across F&B, Education, Healthcare, and Lifestyle Services.
We are on a mission to make increasingly higher quality, premium lifestyle services accessible to everyone, helping people get more out of their paycheck so everybody can experience a higher standard of living.
As a Customer Experience Manager in the Strategy & Operations team, you won’t just sit behind strategy decks, you will play a key role in driving planning into execution. This role is critical for managing the customer satisfaction of our Lifestyle brand.
Your scope will span across customer satisfaction, customer journey and experience, and controlling complaints resolution. This position requires a strong background in customer experience to drive strategic decision-making and operational excellence.
Ready to take the next step in your career? Join us and discover what you can achieve at Seven Retail. Read on to learn more!
Your Day-to-Day
- Journey Mapping: Design and map end-to-end customer experiences to locate friction points and fix them
- Data & Analytics: Track metrics like Net Promoter Score (NPS), Complaint rate, Waiting time and Customer Satisfaction (CSAT) to turn feedback into clear actions.
- Strategy Execution: Build and implement long-term customer experience and retention programs
- Oversees daily support operations and leads a team of representatives to ensure high customer satisfaction and efficient problem resolution
Requirements
- A bachelor's degree in business, marketing, communications, or a related field.
- 2 to 5 years working in customer experience, account management, or service operations
- Proficiency with CRM tools, analytics software, and customer feedback platforms
- Strong interpersonal communication, leadership, and analytical problem-solving abilities
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