Customer Experience Lead

Luxehouze; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A luxury retail company in Jakarta is seeking an experienced professional to lead the development and implementation of comprehensive Customer Lifetime Frameworks. The ideal candidate will have at least 5 years in customer experience management, preferably in luxury retail. Responsibilities include analyzing customer journeys, optimizing organizational structures, and supervising cross-functional teams to enhance customer engagement. Candidates must possess strong analytical skills and a proven ability to thrive in a dynamic environment.

Qualifications

• 5+ years of experience in customer experience or CRM management.
• Proven track record in managing loyalty programs within luxury retail or e-commerce.
• Strong proficiency in financial modeling and strategic recommendations.

Responsibilities

• Lead the development of Customer Lifetime Frameworks.
• Analyze customer segments and journey interactions.
• Supervise cross-functional collaboration for customer experience strategies.

Skills

Analytical skills

Planning and execution abilities

Understanding of luxury consumer behavior

Education

Bachelor's degree in Business Administration or related field

Tools

Excel

Google Analytics

CRM software

Job description

Responsibilities

• Lead the development and implementation of comprehensive Customer Lifetime Frameworks tailored to Luxehouze focusing on enhancing post-purchase engagement, repeat purchase rates, and client lifetime value.
• Analyze customer segments and journey, such as low revisit rates and dependency on WhatsApp/Client Advisor interactions.
• Create detailed planning and execution plans for initiatives aimed at increasing repeat purchase rates.
• Propose and optimize organizational structures, including team archetypes (e.g., data analysts, engagement specialists, CRM experts), to effectively deliver the Customer Lifetime Framework.
• Supervise cross‑functional collaboration with sales, digital, and retail teams to integrate customer experience strategies, monitor progress through KPIs, and iterate based on feedback and market trends.

Requirements

• Bachelor's degree in Business Administration, Marketing, Customer Experience Management, or a related field.
• Minimum 5 years of experience in customer experience, CRM, or loyalty program management, ideally within luxury retail, e‑commerce, or high‑end consumer goods industries.
• Strong analytical skills with experience in financial modeling, ROI projections, and using hypothetical data scenarios to support strategic recommendations; proficiency in tools like Excel, Google Analytics, CRM software.
• Deep understanding of luxury consumer behavior.
• Excellent planning and execution abilities, demonstrated through successful projects involving budget management, resource allocation, and organizational design in fast‑paced environments.
• Ability to thrive in a luxury brand setting, with a passion for customer‑centric innovation and a results‑oriented mindset.