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