Customer Experience Manager

3+ years working experience as Customer Experience / Service Manager or Customer Relation Manager, preferably with experience in Start Up / Digital companies
- Capability to make strategic plan (upcoming 1-2 years) and SOP to improve Customer Service/Relation
- At least Bachelor's Degree with English skill and experience in handling big team (at least 20 CS and above)

PERSOLKELLY Indonesia is currently assisting one of our clients in Retail industry who is looking for Customer Experience Manager - English that will be placed in Bandung with below criteria:
**Job descriptions**:

- Manage, supervise, and develop Customer Service department
- Organize, plan, and monitor a company's customer service department to ensure optimized interaction between a company and its customers
- Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction
- Establish channel communications for collecting customer insight / needs about service & product which provided by company

**Job qualifications**:

- Have 3+ years working experience as Customer Experience / Service Manager or Customer Relation Manager, preferably with working experience in Start Up / Digital company (huge advantage) with team consisting of at least 20 CS
- Bachelor's degree in business administration/ management, marketing communication, or related areas
- Able to make a strategic plan (1-2 years) and implementation to improve customer relation & services
- Able to make SOP / work rules for handling customer complaints or related issue for improving customer services
- Strong to build communication, relation & negotiation for handling customer's complaints
- Can supervise & improving team for giving excellent service
- Has CRM (membership) handling experience
- Strong understanding, empathy, and sense about users & market trend
- Strong analytical, quantitative, and qualitative problem-solving skills

Only English CV will be processed further

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