Customer Experience Lead

We’re looking for a Customer Experience Lead to elevate the 2000Archives customer journey 💫

2000Archives is looking for a Customer Experience Lead who can elevate brand value through outstanding customer experience (CX). This role is responsible for designing a consistent experience across every customer touchpoint, implementing CRM and automation systems, and maximizing customer satisfaction. We’re looking for someone who can own the full customer lifecycle, manage VIP customer programs, and translate customer data into stronger brand performance.

What is the 2000Archives Customer Experience Lead role?

• 2000Archives is deeply committed to customer experience (CX). We aim to provide a consistent and engaging experience every time a customer interacts with the brand.
• This is not just another team role. The Customer Experience Lead owns the overall customer experience at 2000Archives and drives improvements across the full lifecycle.
• The goal is clear: maximize customer satisfaction by applying automation across CRM, inquiry response, VIP experiences, and even package experience.
• This role directly affects brand performance. It focuses on CRM implementation, AI-powered CX automation, and using customer data to generate strategic marketing insight.

What Will You Be Responsible For?

Own and improve the customer experience end to end.

• CX automation design and operations: Optimize customer interactions through CRM automation, Channel Talk AI-based inquiry automation, and VIP customer experience workflows.
• End-to-end experience management: Design and improve the full journey from first brand discovery to product delivery, and operate it through scalable systems.
• CRM system implementation and operation: Use customer data to create personalized experiences and execute CRM strategies that maximize customer lifetime value.

Generate insight through quantitative analysis.

• Customer data analysis: Analyze customer behavior and feedback to identify opportunities and shape CX improvement strategy.
• Marketing insight generation: Translate customer data into actionable insight that sharpens campaigns and improves performance.

Manage the VIP customer experience.

• VIP program design and operations: Strengthen loyalty by designing and running tailored experiences for VIP customers.
• Personalized high-touch service: Increase brand value through thoughtful, differentiated experiences for key customers.

Who We’re Looking For

• 3+ years of experience in CS/CX operations or leadership, or in growth/CRM marketing.
• Strong quantitative and strategic thinking skills are essential.
• A deep interest in automation and systems building, including CRM and AI-powered CX workflows.
• Clear written and verbal communication skills.
• The ability to make quick decisions and respond flexibly to unexpected issues.
• Logical thinking and strong cross-functional communication skills.
• A proactive mindset that looks for better ways of working and improves broken processes.
• A habit of learning beyond the office through networking and continued study of customer experience.
• Curiosity, adaptability, and a genuine appetite for personal growth.

Nice to Have

• A strong instinct to improve repetitive or inefficient work.
• Comfort with change and ambiguity.
• High resilience and the ability to keep moving after setbacks.
• A desire to help define and raise the standard of CX.
• Experience improving products or services through qualitative and quantitative customer analysis.
• A track record of setting and achieving ambitious goals.
• Business-level English or above.