Customer Experience Lead

Luxehouze; Indonesia; On-site; IDR 360,000,000 - 520,000,000; Full time

Job summary

Luxehouze is a fast-growing omnichannel luxury marketplace operating across Indonesia and Singapore. We are seeking a Customer Experience Lead who owns outcomes, scales operations, and designs robust data quality in Zoho CRM.

The role focuses on creating QC processes at lead creation, pre-payment, and post-transaction stages, plus coaching the QC team to uphold data integrity and governance. You will collaborate with Sales, Ops, and Tech to continuously improve data standards.

Qualifications

• 4–7 years experience in operations, quality control, CRM operations, or sales ops.
• Experience designing QC / verification processes.
• Strong understanding of CRM systems (Zoho CRM a strong plus).
• Detail-oriented with a strong process and governance mindset.
• Comfortable working cross-functionally with Sales, Ops, and Tech teams.

Responsibilities

• Own end-to-end data quality of customer leads and records in Zoho CRM.
• Design and implement QC processes to validate customer data at lead creation stage, pre-payment / transaction stage, and post-transaction stage.
• Build standard verification frameworks (what must be checked, how, and when).
• Audit existing CRM data to identify inaccurate, duplicate, or incomplete records.
• Work closely with Sales, Digital Sales, and Customer Service teams to close data gaps and improve lead submission discipline.
• Set clear QC guidelines & SOPs for sales reps when creating leads.
• Manage and coach QC team members on verification standards and workflows.
• Create escalation rules for suspicious, incomplete, or high-risk leads.
• Monitor QC performance metrics (accuracy rate, rework rate, turnaround time).
• Act as key owner for CRM data integrity to ensure business continuity despite sales turnover.

Skills

CRM operations

Quality control

Data governance

Leadership

Cross-functional collaboration

Process design

Tools

Zoho CRM

Job description

About Luxehouze

Luxehouze is a fast-growing omnichannel luxury marketplace operating across Indonesia and Singapore, serving high-value customers in watches, fashion, and beauty. We operate in an environment where trust, speed and excellence matter, and where outcomes matter more than activity.

We are looking for a Customer Experience Lead, who takes responsibility naturally, thinks in outcomes and wants to build, improve, and scale — not just “execute tasks.”

What Will Be Challenging

Please read this carefully - it’s here to help you self-select.

• Expectations are high and visible
• Problems may be ambiguous and fast-moving
• Priorities can change as the business scales
• Feedback is direct and frequent
• Performance is measured by results, not intentions
• If you require rigid structure, narrow scope, or close supervision to perform well, this environment may not be a good fit.

Responsibilities:

• Own end-to-end data quality of customer leads and records in Zoho CRM
• Design and implement QC processes to validate customer data at lead creation stage,
• pre-payment / transaction stage, and post-transaction stage
• Build standard verification frameworks (what must be checked, how, and when)
• Audit existing CRM data to identify inaccurate, duplicate, or incomplete records
• Work closely with Sales, Digital Sales, and Customer Service teams to: close data gaps and
• improve lead submission discipline
• Set clear QC guidelines & SOPs for sales reps when creating leads
• Manage and coach QC team members on verification standards and workflows
• Create escalation rules for suspicious, incomplete, or high-risk leads
• Monitor QC performance metrics (accuracy rate, rework rate, turnaround time)
• Act as key owner for CRM data integrity to ensure business continuity despite sales team
• turnover
• Continuously improve QC coverage to support new sales channels or business models

Requirement & Qualifications:

• 4–7 years experience in operations, quality control, CRM operations, or sales ops
• Prior experience managing or designing QC / verification processes
• Strong understanding of CRM systems (Zoho CRM experience is a strong plus)
• Highly detail-oriented with a strong process and governance mindset
• Comfortable working cross-functionally with Sales, Ops, and Tech teams
• Able to build processes from scratch in a fast-moving environment
• Strong leadership and coaching skills
• Comfortable handling sensitive customer data with high confidentiality
• Analytical, structured, and able to spot patterns in data quality issues