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.