Strategy & Leadership Develop and direct national CX strategies aligned with company objectives. Oversee the implementation of CX programs (NPS, Google Reviews, Mystery Shopper, Activation Surveys, Loyalty Programs). Coordinate closely with the CX Coordinator (platform owner) to ensure effective execution. Serve as the liaison between HQ, regions, centers, and partners/licensors regarding CX policies and initiatives. Insights & Analysis Collect and consolidate data from multiple CX sources (NPS, Google Reviews, QR Surveys, Mystery Shopper, FGDs, etc.). Analyze data to identify trends, root causes of churn, and opportunities for service improvement. Develop customer segmentation (Promoter, Passive, Detractor) to support retention and acquisition strategies. Prepare regular reports (weekly, monthly, quarterly) with actionable recommendations. Present insights through storytelling to management, partners, and stakeholders. Collaboration & Execution Work with Marketing, Sales, and Operations teams to translate insights into action plans. Provide guidance and best practices on parental communication (WhatsApp, Direct Messaging, trust-building) to centers. Support rebranding programs and new center expansion with data-driven insights. Ensure SLA discipline and timely follow-up on all customer feedback. Monitoring & Improvement Develop CX KPIs and dashboards at national and regional levels. Monitor execution in the field and ensure follow-up on priority issues. Recommend innovations based on customer insights and business needs.

Jakarta Pusat