Luxury Customer Experience & CRM 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

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.