Customer Experience Manager

About the job

Richeese Factory is seeking a dynamic and commercially driven Local Sales Manager to accelerate sales growth and expand market opportunities across Indonesia. This role is responsible for developing and executing local sales strategies, identifying new revenue streams, building strategic partnerships, and driving commercial initiatives that increase customer acquisition and revenue beyond traditional dine-in sales.

The ideal candidate has a strong background in the QSR, F&B, retail, or FMCG industry, with proven experience in business development, corporate sales, and channel expansion.

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