Lead Customer Advocate
4 days ago
About Us
LOJEL is an international carry essentials brand founded in Japan in 1989, currently headquartered in Hong Kong with teams in North America, Europe, and the Asia Pacific. We're sold in 15 territories across the globe and are committed to driving positive change through sustainability and innovation.
We're looking for a Customer Experience Lead to join our team and help us shape the future of customer experience. This role requires a unique blend of skills and experience, including expertise in customer journey mapping, data analysis, and cross-functional collaboration.
Your Responsibilities
- Develop a scalable knowledge ecosystem, ensuring customers can seamlessly access support and information while enabling teams to provide consistent, high-quality experiences.
- Define and track key CX metrics (NPS, CSAT, customer lifetime value, and engagement), continuously refining the experience through data-driven insights.
- Shape the future of LOJEL's loyalty and retention strategies, ensuring CX is a central driver of engagement, advocacy, and long-term brand love.
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