Customer Experience Manager

Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, Marketing, Communications, or a related field.
• Minimum 5–10 years of experience in Customer Experience, Hospitality, Luxury Retail, Healthcare, Aesthetic Clinic, or a similar service-oriented industry, with at least 5 years in a supervisory/managerial role.
• Strong understanding of customer journey, service excellence, client relationship management, and service recovery.
• Excellent communication and interpersonal skills, with a polished, professional, and warm personality suitable for a luxury clinic environment.
• Fluent in English and Bahasa Indonesia, both written and spoken; additional language skills, particularly Korean would be an advantage.
• Strong leadership skills with the ability to coach, motivate, and develop the customer service/frontliner team to consistently deliver exceptional client experiences.
• Experienced in handling VIP/high-profile clients, complaints, escalations, and sensitive customer situations with discretion and professionalism.
• Strong analytical and problem-solving skills, with the ability to monitor customer feedback, NPS/CSAT, service quality, and CX performance indicators.
• Proficient in Microsoft Office/Google Workspace and CRM or customer management systems.
• Passionate about delivering personalized, seamless, and memorable customer experiences aligned with The Solitaire Clinic’s luxury brand standards.
• Work Placement : Sanur - Bali