Customer Experience Lead

luxehouze; Jakarta Pusat; On-site; IDR 334,800,000 - 669,600,000; Full time

Job summary

Luxehouze is seeking a senior Customer Experience leader to develop and implement a comprehensive Customer Lifetime Frameworks program. You will focus on post-purchase engagement, repeat purchases, and customer lifetime value, guiding strategic initiatives across channels.

The role requires strong analytics, experience with CRM and loyalty programs, and the ability to design organization structures and roadmaps, collaborating with sales, digital, and retail teams to drive KPIs.

Qualifications

• Strong analytical skills with experience in financial modeling, ROI projections, and using hypothetical data scenarios to support strategic recommendations.
• Experience with luxury retail, e-commerce, or high-end consumer goods is beneficial.
• Proficiency with Excel, Google Analytics, and CRM software is expected.
• Deep understanding of luxury consumer behavior.

Responsibilities

• Lead development and implementation of Customer Lifetime Frameworks to boost post-purchase engagement, repeat purchases, and CLV.
• Analyze customer segments and journeys, addressing low revisit rates and advisor dependencies.
• Plan and execute initiatives to increase repeat purchases.
• Design and optimize teams and structures to deliver the framework.
• Coordinate across sales, digital and retail to monitor KPIs and iterate.

Skills

Analytical skills

Financial modeling

ROI projections

Luxury consumer behavior

Planning and execution

Education

Bachelor's degree in Business Administration, Marketing, Customer Experience Management, 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.