Retention Lead

Indonesia·Jakartalead

OtherLead

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Quick Summary

Overview

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.

Technical Tools

segmentcustomer-success

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 Retention Lead 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:

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

This is an accountability role. Ownership and follow-through are expected.

What We’re Looking For

● 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

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.