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