About this role
Contract Senior Retention Lead in retail at Luxehouze in Jakarta, Indonesia. Apply directly through the link below.
At a glance
- Work mode
- Office
- Employment
- Contract
- Location
- Jakarta, Indonesia
- Experience
- Senior · 5+ years
Core stack
- Performance
- Hospitality
- Profiling
- Segment
- Retail
- Sales
- CRM
Quick answers
What are the qualifications?
Requirements: ● Bachelor’s degree in Business, Marketing, Hospitality, or related field
What skills are required?
Performance, Hospitality, Profiling, Segment, Retail, Sales, CRM.
Luxehouze is hiring for this role. Visit career page
Jakarta, Indonesia
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
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