Customer Experience Supervisor

PT Luxehouze Group Indonesia; Jakarta Selatan; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A luxury retail company in Indonesia seeks an experienced professional in customer experience management. The role involves developing frameworks to enhance customer engagement and leveraging analytics to improve repeat purchase rates. Candidates should possess a Bachelor's degree and have at least 5 years of relevant experience, particularly in luxury retail or e-commerce. Strong analytical skills and the ability to thrive in a fast-paced environment are essential.

Qualifications

• Minimum 5 years of experience in customer experience, CRM, or loyalty program management.
• Experience in luxury retail, e-commerce, or high-end consumer goods industries.
• Strong analytical skills with experience in financial modeling and ROI projections.

Responsibilities

• Lead the development of Customer Lifetime Frameworks to enhance engagement.
• Analyze customer segments and journey to improve repeat purchase rates.
• Supervise collaboration across sales and digital teams to monitor KPIs.

Skills

Analytical skills

Customer experience management

Project management

Communication

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.