Customer Experience Manager at Luxehouze

Special capital Region of Jakarta, Java, Indonesia -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Luxury Brand Experience, Customer Journey Design, Clienteling, Relationship Management, Service Excellence, Staff Training, Complaint Recovery, Reputation Management, Omnichannel Experience, CX Analytics, Loyalty Programs, Private Experiences, Continuous Improvement, Emotional Intelligence, Communication Skills, Leadership Skills

Industry

Retail Luxury Goods and Jewelry

Description

ROLES & RESPONSIBILITIES 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. REQUIREMENTS 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

Responsibilities

The Customer Experience Manager will own and safeguard the luxury brand experience across all touchpoints and design high-touch customer journeys. They will also manage client relationships, oversee service standards, and ensure excellence in boutique service.