Customer Journey

20 hours ago

Jakarta, Jakarta, Indonesia Buumi Playscape Full time 4,000,000 - 12,000,000 per year

About the Role

We are seeking a
Customer Journey & Experience Excellence Manager (Luxury Hospitality)
to lead, elevate, and refine the end-to-end guest journey across our premium outlets. This role focuses on creating seamless, high-touch, and memorable experiences that reflect our commitment to luxury standards.

You will serve as a trusted partner to on-site teams, shaping service excellence through leadership, coaching, and operational execution. The ideal candidate brings strong hospitality or luxury retail experience, a passion for designing elevated customer journeys, and the ability to inspire teams to deliver exceptional guest experiences every day.

Scope of Influence

  • Oversee daily guest experience operations
    , ensuring a refined, seamless, and high-standard customer journey across all touchpoints.
  • Develop and implement luxury CX standards
    , including SOPs, KPIs, service rituals, and quality benchmarks.
  • Coach and inspire outlet teams
    to embody premium hospitality behaviors and deliver attentive, polished service.
  • Drive guest-centric commercial performance
    , ensuring service excellence contributes directly to business targets.
  • Curate signature guest experiences
    , personalized service gestures, ambiance excellence, and elevated journey flows.
  • Collaborate closely with outlet operations
    to ensure consistent execution of CX strategy across all locations.
  • Manage premium vendors and partners
    , ensuring their service quality aligns with luxury experience standards.
  • Maintain relationships with mall/property management
    to support environmental excellence and operational smoothness.
  • Conduct service audits and analyze guest experience metrics
    , providing insights and recommendations for improvement.
  • Recruit, train, and develop hospitality teams
    , fostering a culture rooted in warmth, attentiveness, and service excellence.
  • Support special or ad hoc initiatives related to guest experience innovations and premium hospitality enhancements.

Ideal Attributes

  • Hospitality Leadership Presence:
    Polished, confident, and able to guide teams with professionalism and warmth.
  • Guest-Centric Approach:
    Passionate about designing and delivering high-touch, memorable customer journeys.
  • Exceptional Attention to Detail:
    Ensures excellence in service flow, environment, communication, and guest engagement.
  • Strategic & Hands-On:
    Balances experience strategy with practical, on-site operational execution.
  • Strong Communication Skills:
    Clear, articulate, and effective across guest interactions and team leadership.
  • Adaptable & Resilient:
    Thrives in dynamic, fast-paced premium environments and responds swiftly to guest needs.
  • Team Developer:
    Skilled in coaching and nurturing frontline hospitality professionals toward excellence.
  • Culture Driver:
    Embodies and champions luxury hospitality values and service standards in everyday practice.

About BUUMI

We create premium destinations designed to offer meaningful, memorable, and elevated experiences. Each location reflects intentional service design, operational excellence, and genuine hospitality. We believe in crafting customer journeys that feel personal, seamless, and unforgettable, combining warmth, quality, and luxury.

If you are passionate about luxury hospitality, high-standard guest experiences, and developing high-performing service teams, we would be delighted to hear from you.

Apply now



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