Customer Experience Manager

The role You'll own the guest experience end to end across all five outlets: from the first booking to the farewell at the door. This is a strategic role reporting directly to the President Director: you'll shape how Agreya does hospitality. It's also floor-first. You'll rotate between outlets, be there at peak hours and weekends, and work closely with the Operations Manager and Outlet Managers to make every visit feel warm and polished.

What You'll Do

• Set Agreya's service standards and SOPs, and roll them out to every outlet.
• Own the in-outlet guest journey: booking, arrival, the meal, payment and farewell. Audit outlets through floor visits, mystery guests and service checklists.
• Handle guest complaints at outlet level with the Operations Manager and Outlet Managers, and lead service recovery on the spot.
• Coach frontliners and outlet teams on hospitality, upselling and handling difficult guests.
• Track CX numbers weekly per outlet and turn them into action plans with outlet leadership.
• Make sure every new outlet is CX-ready from pre-opening to soft launch.

What You Bring

• 3–6 years in customer-facing service in hospitality, F&B, banking or telco.
• 1–2 years leading a service team, e.g. Assistant Restaurant Manager, Floor Manager, Guest Relations or F&B Supervisor, Branch Service or Customer Service Supervisor, or Service Centre Supervisor.
• Hotel, F&B, banking and telco service leaders are all welcome: strong service instincts matter more than restaurant experience.
• Multi-outlet or multi-branch experience is a plus.
• Calm in recovery: you can turn an unhappy guest into a regular, right there at the table.
• A coach, not a police officer: teams trust you and get better.
• Comfortable with numbers and guest feedback, and turning them into actions.
• Fluent in Bahasa Indonesia and workable English.
• Hospitality or tourism degree is a plus, not a must.
• Based in Jakarta, happy to travel to Bogor and BSD regularly and work peak hours and weekends.