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