Customer Experience Manager (Building Material)

Responsibilities : Lead and manage customer experience and after-sales service operations to ensure high customer satisfaction. Oversee customer inquiries, complaint handling, and escalation management in accordance with service standards.

Manage and maintain the performance of internal service teams and authorized service partners across Indonesia. Ensure effective spare parts availability and coordination with relevant internal stakeholders. Monitor customer satisfaction metrics and implement initiatives to continuously improve service quality.

Strengthen customer relationships and identify opportunities to enhance customer loyalty and retention. Drive process improvements to improve service efficiency, response time, and overall customer experience. Manage CRM systems and ensure proper documentation and tracking of customer interactions.

Prepare periodic reports on customer service performance and present recommendations for improvement to management. Collaborate closely with Sales, Operations, Technical, and other cross-functional teams to support business objectives. Requirements :

Bachelor's degree in Business Administration or other relevant disciplines. Minimum 6 years of experience in Customer Experience, Customer Service, After Sales Service, or related functions. Previous experience leading customer service or after-sales teams is preferred.