Customer Experience Lead

Customer Experience Lead 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 Department Operations & Sales Enablement Locations Indonesia Remote status Hybrid About Luxehouze At Luxehouze , we believe that values encompass a collection of positive elements that shape our beliefs. We prioritize the well-being of our employees at all levels, acknowledging and appreciating their professional and personal aspirations. Our focus is on teamwork, integrity, and performance, cultivating an environment that reinforces our core values. We are committed to bringing people together and ensuring that everyone is aligned toward a common objective. We encourage a culture of feedback, where giving and receiving input is valued and fostered. Each team member at Luxehouze takes ownership of their tasks, actively contributing to the realization of ideas. It is an amazing place to work, where we not only learn and forge new friendships but also provide a competitive culture and benefits to support our talented workforce. Join us at Luxehouze, where you can experience a fun workplace with a hybrid working arrangement. We offer a Laptop Ownership Program to our employees and provide 16 days of annual leave without deducting from your annual leave balance for collective leaves. Moreover, we promote opportunities for learning and growth through training and development initiatives. To add excitement to the work environment, we organize interesting employee activities and programs. Explore our current job openings below and become a part of our success story as LuxeSquad!