Customer Experience Manager

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 Manager

who takes responsibility naturally, thinks in outcomes and wants to build, improve, and scale — not just “execute tasks.”

What Success Looks Like Here People who succeed at Luxehouze typically: Take ownership without being asked They step in when something breaks and follow through until it’s resolved. Think in results, not effort They focus on impact, quality, and business outcomes — not just inputs. Adapt quickly and learn fast They adjust based on data, feedback, and changing priorities. Communicate clearly and early They raise risks, ask questions, and align stakeholders proactively. Operate well under pressure High standards and accountability energize them rather than slow them down.

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.

What You Will Own In this role, you will be accountable for:

1. Luxury CX Strategy & Brand Experience Own and safeguard the luxury brand experience across all touchpoints—boutique, private appointments, digital, and after-sales. Translate brand DNA (heritage, craftsmanship, exclusivity) into refined, consistent, and highly personal service behavior.

2. High-Touch Customer Journey Design Design and optimize end-to-end luxury journeys, from first visit to repeat purchase and VIP advocacy. Curate meaningful moments of delight and ensure seamless transitions between online inquiries, boutique visits, and after-sales care.

3. Clienteling & Relationship Management Set and oversee clienteling standards, including CRM usage, customer profiling, and purchase history tracking. Define VIP and HNW client protocols (private previews, early access, concierge services) to drive repeat purchases, cross-selling, and long-term client value.

4. Boutique Service Excellence Establish and enforce luxury service SOPs covering greetings, consultations, product presentation, and closing etiquette. Ensure advisors lead with storytelling rather than price, supported by regular boutique walk-throughs, service audits, and mystery shopping.

5. Staff Training & Luxury Etiquette Train and coach boutique teams on luxury hospitality standards, emotional intelligence, discretion, and body language. Upskill advisors in objection handling without discounting or over-selling, especially when engaging high-net-worth clients.

6. Complaint Recovery & Reputation Management Personally manage high-value customer complaints and escalations, turning service issues into loyalty-building moments. Monitor and protect brand reputation across reviews, social media, and private feedback channels.

7. Omnichannel Luxury Experience Ensure a consistent luxury tone and service standard across WhatsApp, Instagram DM, email, website, and in-store. Define response-time and communication guidelines that feel attentive, not mass-market, and integrate online leads into boutique clienteling workflows.

8. CX Analytics for Luxury Retail Track and analyze key luxury CX metrics such as Repeat Client Ratio, AOV by client tier, VIP retention, and NPS among top spenders. Use insights to continuously refine service strategy and experience design.

9. Loyalty, Membership & Private Experiences Develop tiered loyalty or membership programs aligned with exclusivity. Curate private events such as trunk shows, private viewings, and collector dinners, in close collaboration with Marketing.

10. Continuous Luxury Experience Improvement Stay aligned with global luxury service benchmarks and trends. Introduce subtle service innovations while ensuring business growth never compromises brand prestige This is an

accountability role . Ownership and follow-through are expected.

What We’re Looking For Bachelor’s degree in Business, Hospitality, Marketing, or a related field Formal training in luxury retail, hospitality, or customer experience is a strong advantage Minimum 5–8 years of experience in luxury retail, premium hospitality, or high-end service environments At least 2–3 years of experience in a managerial or supervisory role overseeing service standards and frontline teams Proven track record in managing high-value customers, VIP clients, or high-net-worth individuals Demonstrated experience in omnichannel retail environments, including boutique operations, online sales, CRM systems, WhatsApp, and social selling platforms Strong understanding of clienteling, personalized service, and relationship-driven sales models Excellent communication, leadership, and stakeholder management skills

Why Join Luxehouze Real ownership, real outcomes You won’t be shielded from important decisions. You’ll own meaningful problems and see the direct impact of your work on revenue, customers, and company growth. High standards, low politics We value clear thinking, good judgment, and follow-through. Feedback is direct, decisions are pragmatic, and performance is evaluated on results — not optics. Exposure to senior leadership and critical decisions You’ll work closely with leaders who care deeply about building the business well — not just growing fast. Room to grow with the company As Luxehouze scales, strong performers get broader scope, bigger problems, and leadership opportunities. Growth here is earned, not time-based.

Luxehouze is not the right place if you’re looking for comfort, slow pace, or narrow scope. It is the right place if you want responsibility, fast learning, high standards, and the chance to help build a category-defining business.