Company Overview
Our client is a leading communications technology solutions provider with regional headquarters in Singapore and offices across Southeast Asia. They collaborate with enterprise clients in finance, healthcare, retail, and government to design, implement, and support unified communications platforms, cloud-based contact center systems, and digital transformation initiatives. Backed by strategic alliances with industry leaders, their team combines deep technical expertise with a customer-first approach. Their culture of innovation, continuous learning, and measurable results drives meaningful impact and improved customer satisfaction.
Location
Jakarta, Indonesia
Position Summary
The CXM Manager will own our end-to-end customer-experience management strategy for COMMTEC’s Indonesia portfolio. You’ll translate customer insights into actionable programs, drive improvements in satisfaction and loyalty metrics, and partner closely with sales, product and service teams to ensure a seamless experience across every touchpoint.
Key Responsibilities
Define and execute a comprehensive CXM roadmap aligned with COMMTEC’s strategic objectives and customer requirements
Map and optimize customer journeys across pre-sales, onboarding, support and renewal phases
Design and manage Voice-of-Customer initiatives (surveys, interviews, focus groups) to capture actionable feedback
Analyze CX metrics (NPS, CSAT, CES) and deliver regular reports with insights and prioritized recommendations
Facilitate cross-functional workshops to implement CX enhancements in product features, processes and support workflows
Configure and optimize the CXM platform (e.g., Salesforce Service Cloud, Zendesk, Medallia) to automate feedback loops and case management
Train and coach internal teams on CX best practices, tools and processes to embed a customer-centric culture
Monitor industry trends and benchmark against competitors to keep COMMTEC at the forefront of customer-experience innovation
Required Qualifications
Bachelor’s degree in Business, Marketing, Communications or related field
Minimum 5 years of progressive experience in customer-experience management, customer success or CRM roles within the technology or telecommunications sector
Proven track record of driving measurable improvements in NPS, CSAT or similar CX metrics
Strong analytical skills with the ability to translate data into clear, actionable insights
Hands-on experience with CXM/CRM platforms and survey tools
Excellent stakeholder-management and communication skills
Demonstrated leadership in cross-functional project management
Preferred Qualifications
Experience in B2B technology solutions or contact-center services
Professional CX certifications (e.g., CCXP)
Knowledge of digital-transformation frameworks and process-improvement methodologies (Lean, Six Sigma)
If you are interested in this opportunity, please send your resume .We thank all candidates for their interest, however, only those selected for an interview will be contacted.Apply Now
