Senior Lead Customer Experience

The Senior Lead Customer Experience is responsible for leading end-to-end customer experience strategy to reduce complaints, improve service quality, and support sustainable business growth. This role drives cross functional collaboration across Retail and Logistics (supply chain), strengthens service culture, and leads CX automation initiatives.

Job Description Develop and execute strategies to reduce complaints while supporting business growth. Analyze customer journeys and case trends to identify root causes and implement preventive solutions. Monitor daily CX operations to ensure scheduling alignment, productivity, and proper backlog management. Ensure operational issues and case surges are handled effectively and timely. Monitor and analyze key CX metrics (complaint rate, resolution time, backlog, CSAT, etc.). Prepare and release regular CX performance reports to management and stakeholders. Conduct regular meetings with internal teams and stakeholders (Commercial, Hub, Product Quality, etc.) to review issues and improvement plans. Take direct leadership in handling critical complaints, including on-ground coordination when necessary. Lead CX automation initiatives to improve efficiency and scalability. Drive the development and implementation of AI-based customer service agents. Lead and develop the CX team through hiring, goal setting, coaching, and performance evaluation. Build a strong customer-centric service culture across the organization.

Requirements Min Bachelor’s Degree (S1) any field with relevant experience. Minimum 8 years of professional experience in Customer Experience, Operations, Retail, or Logistics. At least 2–3 years of experience managing and leading teams. Direct exposure to product quality and fulfillment operations. Experience in fast-growing or high-volume environments is highly preferred. Strong understanding of Customer Experience strategy, complaint management, and service excellence. Solid knowledge of retail and/or logistics (end-to-end supply chain). Comfortable engaging with new stakeholders and cross-functional teams. Strong presence in meetings; able to advocate for the team effectively. Decisive and constructive in escalating issues when necessary. Strong crisis-handling capability and leadership maturity.