Customer Experience Lead

Responsibilities

Lead the development and implementation of comprehensive Customer Lifetime Frameworks tailored to Luxehouze focusing on enhancing post-purchase engagement, repeat purchase rates, and client lifetime value.

Analyze customer segments and journey, such as low revisit rates and dependency on WhatsApp/Client Advisor interactions.

Create detailed planning and execution plans for initiatives aimed at increasing repeat purchase rates.

Propose and optimize organizational structures, including team archetypes (e.g., data analysts, engagement specialists, CRM experts), to effectively deliver the Customer Lifetime Framework.

Supervise cross‑functional collaboration with sales, digital, and retail teams to integrate customer experience strategies, monitor progress through KPIs, and iterate based on feedback and market trends.

Requirements

Bachelor's degree in Business Administration, Marketing, Customer Experience Management, or a related field.

Minimum 5 years of experience in customer experience, CRM, or loyalty program management, ideally within luxury retail, e‑commerce, or high‑end consumer goods industries.

Strong analytical skills with experience in financial modeling, ROI projections, and using hypothetical data scenarios to support strategic recommendations; proficiency in tools like Excel, Google Analytics, CRM software.

Deep understanding of luxury consumer behavior.

Excellent planning and execution abilities, demonstrated through successful projects involving budget management, resource allocation, and organizational design in fast‑paced environments.

Ability to thrive in a luxury brand setting, with a passion for customer‑centric innovation and a results‑oriented mindset.

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