Job description for Customer Experience Manager at PT Jaringan VNT Indonesia
About Company
VNT Networks is a leading Internet and Managed Service Provider in Indonesia. We deliver customized technology solutions for corporate and hospitality businesses, with a strong commitment to service excellence and continuous innovation.
Customer Experience Manager (Customer Relation)
Requirements:
* Bachelor's degree in Business, Marketing, or related field.
* Proven leadership experience in customer experience or a related role.
* Excellent communication and relationship-building skills.
* Proficient in data analysis and feedback tools.
* A strong understanding of the needs of the hospitality industry will be a plus.
Responsibilities:
* Lead and mentor the Customer Experience team to ensure effective performance and goal alignment.
* Retain and upselling services to existing customers.
* Build and maintain strong relationships with key customers, focusing on the hospitality industry.
* Oversee customer insights research and segment profiling to enhance engagement strategies.
* Design and execute surveys, analyze feedback, and implement action plans for improvement.
* Ensure accuracy and optimization of the customer database for better personalization.
* Proactively address customer needs, ensuring satisfaction and long-term loyalty.
* Monitor customer satisfaction KPIs and report insights to senior management.
