Customer Experience Senior Manager at HOKBEN - Lead Service Excellence in Jakarta

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 our commitment to exceptional customer service, shaping strategies that will elevate our customers' dining experience to new heights. With a focus on data-driven insights and a deep understanding of customer behavior, you will lead a team of dedicated professionals to ensure every interaction with HOKBEN is memorable and satisfying.

At HOKBEN, we pride ourselves on our innovative approach to fast food, blending traditional flavors with modern convenience. Our mission is to provide a seamless and enjoyable experience for our customers, from the moment they walk through our doors to the moment they leave. As a Customer Experience Senior Manager, you will play a crucial role in achieving this mission by implementing cutting-edge customer service tools and methodologies.

In this role, you will work closely with our executive team to develop and execute customer-centric strategies. You will oversee the implementation of our customer service initiatives, ensuring they align with our brand values and deliver measurable results. Your daily tasks will include analyzing customer feedback, identifying trends, and proposing actionable improvements to enhance our service standards.

📋 Tanggung Jawab Pekerjaan

• Lead the development and implementation of customer experience strategies that align with HOKBEN's brand values and business objectives.
• Oversee the training and development of customer service teams to ensure consistent delivery of exceptional service.
• Analyze customer feedback and data to identify trends and areas for improvement, proposing actionable solutions.
• Collaborate with cross-functional teams to ensure seamless integration of customer service initiatives across all touchpoints.
• Monitor and report on key customer experience metrics, providing insights to drive continuous improvement.
• Implement and manage customer service tools such as CRM systems, survey platforms, and feedback management software.
• Represent HOKBEN at industry events and conferences to share best practices and insights in customer experience.
• Stay updated with industry trends and emerging technologies in customer service to drive innovation and improvement.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 8 years of experience in customer experience, customer service, or related roles, with a proven track record of success.
• Strong understanding of data analysis tools such as Google Analytics, Tableau, or similar.
• Proven experience in leading and managing teams, with a focus on continuous improvement and innovation.
• Excellent communication and interpersonal skills, with the ability to influence and inspire teams.
• Certification in customer experience or related fields is a plus.
• Fluency in both written and spoken Indonesian and English.
• Professional experience in the fast-food or hospitality industry is a significant advantage.

🛠️ Keahlian

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