Customer Experience Senior Manager - HOKBEN

Join HOKBEN, a leading name in Indonesia’s fast-food industry, as a Customer Experience Senior Manager in Ciracas, Jakarta Raya. In this pivotal role, you will spearhead initiatives to elevate customer satisfaction, drive service excellence, and foster a culture of continuous improvement. With a strong focus on customer-centric strategies, you will work closely with cross-functional teams to ensure seamless operations and deliver exceptional experiences to our valued customers.

As a Customer Experience Senior Manager, you will be responsible for analyzing customer feedback, identifying trends, and implementing data-driven solutions to enhance our service offerings. Your expertise in customer experience management will be instrumental in shaping the future of HOKBEN, a company known for its commitment to quality and innovation. Join us and be part of a dynamic team that is dedicated to making a difference in the fast-food industry.

📋 Tanggung Jawab Pekerjaan

• Lead and manage customer experience initiatives to improve satisfaction and loyalty.
• Analyze customer feedback and data to identify trends and opportunities for improvement.
• Develop and implement customer-centric strategies to enhance service quality and operational efficiency.
• Collaborate with cross-functional teams to ensure seamless integration of customer experience initiatives.
• Monitor and evaluate the performance of customer experience programs and make data-driven recommendations for continuous improvement.
• Stay updated with industry trends and best practices in customer experience management.
• Train and develop the customer experience team to ensure consistent delivery of exceptional service.
• Represent HOKBEN at industry events and conferences to showcase our commitment to customer excellence.

🎓 Kualifikasi & Syarat

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer experience management, preferably in the fast-food industry.
• Proven track record of successfully leading customer experience initiatives and improving customer satisfaction.
• Strong analytical and problem-solving skills with the ability to interpret customer feedback and data.
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams.
• Proficiency in using customer experience management tools such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CRM systems.
• Certification in customer experience management or related fields is a plus.
• Familiarity with Indonesian market dynamics and consumer behavior is a strong asset.

🛠️ Keahlian

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