Customer Experience Lead
About Luxehouze
Luxehouze is a fast-growing omnichannel luxury marketplace with an established presence in Singapore and Indonesia, two key markets in Southeast Asia's luxury retail landscape.
Through our operations in both markets, we bring together a curated selection of luxury watches, fashion, and beauty, serving discerning customers through integrated online and offline retail experiences.
As we continue to strengthen our regional footprint, we are building a business driven by product expertise, customer trust, commercial excellence, and a passion for luxury.
About the Opportunity
We are looking for a Customer Experience Lead who combines a strong understanding of luxury fashion with commercial acumen and an entrepreneurial mindset.
Join us in shaping our company and contributing to the growth of a luxury retail business across two dynamic Southeast Asian markets.
Job Description:
- 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