Customer Experience Manager

Are you a Customer Experience Manager from Premium Healthcare, Education & Training, or SaaS Companies who can own the entire client journey — from onboarding to long-term retention — while simultaneously improving the systems that make that journey excellent NOT ONLY can do a standard operations or customer service role? Have more than 5 years, adept at building strong client relationships, an expert in developing strategies, and capable of leading a team to execute operations with excellence?

With almost 15 years of experience & its significant impact, Gratyo Indonesia has a headquarter in Jakarta with focus in 12 major cities and beyond across Indonesia. We believe in working with FUN yet serious for success, enabling us to give significant impact to our clients who are mostly Entrepreneurs.

Requirements:

• Minimum Bachelor’s degree with at least 5 years of experience (at least one tenure of 2+ years in a one company) as a Client Success Manager *(**Operations & Retention), Client Experience & Operations Manager, or Customer Success & Operations Manager* in a national-scale or well-known Premium Healthcare, Education & Training, or SaaS Companies, working directly with business owners or high-profile clients.
• Background in: corporate training, premium clinic/healthcare, SaaS/CRM, membership business, or hospitality (preferred)
• NOT suitable background: logistics, financial services, call center operations
• Will be based at Gratyo® Headquarter – Mall of Indonesia Office Complex, North Jakarta.
• This role is also suitable for those seeking positions such as Account Manager, CRM Manager or Retention Manager, Service Excellence Manager, Head of Customer Success, Client Relationship Manager, Service Operations Manager

Key Responsibilities:

Client Journey & Retention

• Ensure scheduled clients attend sessions consistently (minimize no-shows through proactive follow-up)
• Monitor and improve client satisfaction post-session
• Drive repeat orders and long-term engagement (3 → 6 → 12 month retention)
• Conduct regular client checks and anticipate needs before they become problems

Operations & Scheduling

• Manage daily scheduling between coaches and clients with zero tolerance for friction
• Build and maintain SOPs for client management workflows
• Coordinate across internal teams to ensure seamless service delivery

Strategic Improvement

• Identify bottlenecks in client journey and propose system improvements
• Develop strategies to reactivate dormant or postponed clients
• Analyze attendance and retention data to drive decisions — not just report them
• Contribute directly to revenue through relationship-driven, experience-driven growth (not hard selling)

Coach & Service Quality Monitoring

• Coordinate with business coaches to ensure session quality standards are maintained
• Flag patterns that correlate with client churn or low satisfaction
• Act as internal advocate for client experience improvements

Why Join Gratyo?

• Monthly Variable Bonus: Based on company & individual performance (for Sales & Non-Sales).
• Quarterly Team Celebration & Annual Rewards Holiday Trip.
• Annual Bonus: Berdasarkan company & individual performance.
• Medical Allowance.
• Dental Allowance.
• BPJS.

If you're not just looking for a job but also want to grow together with the company and in life, send your latest CV now, before September 24, 2026!

All CVs will be handled strictly confidentially, and only shortlisted candidates will be contacted.

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Process Improvement, Workflow Optimization, SOP Implementation, Cross-functional Coordination, SLA Monitoring, Day-to-day Execution, Customer Operations, Customer Support Oversight, Client Coordination, Data-Driven Decision Making, Operational Strategy.