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
