Retention Lead 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

Digital Customer Relationship Management, Luxury Communication, Relationship Management, Consultative Selling, Product Storytelling, Customer Retention, Loyalty Strategies, CRM Usage, Customer Segmentation, Engagement Playbooks, Customer Insights, Performance Tracking, Service Recovery, High-Value Client Management, Social Commerce, Written Communication, Verbal Communication

Industry

Retail Luxury Goods and Jewelry

Description

Job Descriptions: Digital Customer Relationship Management ● Own the end-to-end digital customer journey (WhatsApp, Instagram DM, website leads, CRM) ● Ensure every interaction reflects luxury tone, discretion, and personalization ● Act as primary escalation point for high-value digital clients Luxury Digital Sales Enablement ● Lead and coach digital sales / client advisors on consultative, relationship-led selling ● Ensure strong product storytelling, not price-driven selling ● Improve conversion rate, AOV, and repeat purchase from digital channels Customer Retention & Loyalty ● Develop strategies to increase repeat purchase and customer lifetime value ● Oversee post-purchase follow-ups, service recovery, and relationship nurturing ● Support VIP clients with private previews, early access, and concierge-style service CRM & Clienteling Excellence ● Ensure disciplined CRM usage: profiling, purchase history, preferences, follow-ups ● Segment customers (VIP, repeat, new) and define engagement playbooks ● Translate customer insights into targeted retention actions CX Performance & Insights ● Track key success metrics: repeat rate, retention, response time, NPS, digital CSA ● Identify friction points in the digital journey and drive continuous improvement ● Partner with Marketing and Retail teams to align campaigns and customer experience Requirements: ● Bachelor’s degree in Business, Marketing, Hospitality, or related field ● 5+ years experience in luxury digital sales, customer success, or premium service ● Proven experience managing high-value or VIP customers digitally ● Strong understanding of luxury communication, etiquette, and relationship management ● Hands-on experience with CRM, WhatsApp selling, and social commerce ● Commercial mindset with ability to link customer success to revenue and retention ● Excellent written and verbal communication in English

Responsibilities

The Retention Lead will own the end-to-end digital customer journey and ensure that every interaction reflects a luxury tone and personalization. They will also develop strategies to increase repeat purchases and customer lifetime value while leading and coaching digital sales advisors.