Job Description

About Luxehouze

Luxehouze is Asia's leading online marketplace platform to buy and sell authentic luxury watches and bag from the likes of Richard Mille, Patek Philippe, Hermes and many more. Established in 2021, Luxehouze was created as a safe marketplace platform with two end customers in mind: both buyers and sellers. We ensure that all luxury goods being sold through our platform are 100% authentic and that our sellers are both credible and trustworthy through our rigorous verification and authentication processes that we have in place.

Responsibilities:

• Lead and supervise the digital sales team across WhatsApp, chat, social commerce, and other digital channels.
• Ensure service excellence standards — response time SLA, personalization, tone consistency & luxury/hospitality standard communication.
• Monitor and optimize sales conversion funnel from inquiry to payment & follow-up stages.
• Develop and enforce digital selling scripts, objection-handling guides, and follow-up playbooks.
• Analyze daily / weekly sales performance, lead status, and conversion metrics; propose actionable improvements.
• Conduct regular coaching, roleplay, and performance reviews to build team sales capabilities.
• Collaborate with Digital Marketing, CRM & Operations teams to ensure lead quality, seamless handover, and customer journey consistency.
  Implement data-driven improvements to boost conversion, upsell, and cross-sell opportunities.
• Ensure all digital touchpoints reflect premium/luxury customer experience standards.
  Report on KPIs: inquiry-to-conversion rate, average handling time, upsell ratio, CSAT/NPS.

Requirement & Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or related field.

• Minimum 3–5 years experience in digital sales / ecommerce sales / chat commerce / luxury retail or similar.

• Proven track record in improving sales conversion & service experience performance.

• Strong leadership, coaching, and performance management skills.

• Excellent communication & customer engagement — service-minded with sales-driven mindset.

• Familiar with CRM, WhatsApp Business/Meta Suite, Live Chat, and Digital Sales Dashboard analytics.
• Fluent in English & [Bahasa Indonesia/Mandarin will be a plus/etc].
• Strong analytical & problem-solving ability.
• Data-driven mindset with high execution speed.
• Customer-obsession with high attention to detail & personalization.
• Experience in luxury, premium retail, or high-ticket B2C segment is a plus.