Overview
Customer Experience Manager Jobs in Bandung, West Java, Indonesia at PT. Richeese Kuliner Indonesia
Title: Customer Experience Manager
Company: PT. Richeese Kuliner Indonesia
Location: Bandung, West Java, Indonesia
Key Responsibilities:
- Lead end-to-end performance management across Paid Media, CRM, and Customer Service to ensure alignment with overall business objectives.
- Rebuild operational discipline across Media, CRM, and Customer Service by establishing governance, performance standards, and execution excellence.
- Connect customer insights and complaint analysis with topline recovery initiatives through targeted CRM campaigns and retention programs.
- Ensure KPI tracking, performance monitoring, and rapid issue escalation to enable timely decision-making and business continuity.
- Develop and execute paid media strategies, including campaign planning, budget allocation, performance optimization, and ROI improvement.
- Own CRM strategy, including customer segmentation, campaign calendar management, lifecycle marketing, and retention initiatives.
- Manage Customer Service performance by monitoring service quality, productivity, SLA, customer satisfaction, and complaint trends to drive continuous improvement.
- Build and maintain weekly performance dashboards covering Media, CRM, and Customer Experience, providing actionable insights to leadership.
- Analyze cross-functional performance data and convert insights into strategic growth initiatives that improve acquisition, retention, and revenue.
- Collaborate with Marketing, Sales, Product, and Operations teams to drive customer-centric improvements and sustainable business growth.
Qualifications
- Bachelor's degree in Business, Marketing, Management, Communications, or a related field.
- Minimum 5 years of experience in Performance Management, Customer Experience (CX), CRM, Growth Marketing, or related roles, with at least 2 years in a managerial position.
- Strong understanding of Paid Media, CRM/Lifecycle Marketing, Customer Service Operations, and customer journey management.
- Proven experience in developing and executing CRM strategies, customer segmentation, retention programs, and lifecycle campaigns.
- Hands-on experience in managing paid media performance across digital channels (Google, Meta, TikTok, or other digital platforms).
- Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable business strategies.
- Experience in building and managing performance dashboards, KPI tracking, and business reporting.
- Proficient in data analysis tools such as Microsoft Excel/Google Sheets, Looker Studio, Power BI, Tableau, or similar BI platforms.
- Familiarity with CRM platforms such as Salesforce, HubSpot, Braze, MoEngage, CleverTap, or equivalent is an advantage.
- Placement in Bandung
