Who We Are

Let Our Journeys Enrich Life

Carry essentials exist to make movement a worry-free experience, allowing us to focus on the bigger picture of our journeys. Today's industry brands are exhibiting a growing disconnection from the deeper purpose of movement, seen in standard-fare products that neither challenge norms nor present new solutions that facilitate better mobility.

LOJEL is about refocusing on how people move, but more importantly, why: connection. Putting the purpose of our journeys at the forefront of the discussion opens up opportunities for innovation. This process of discovery is what lets us empower people to move better and focus on what truly matters.

Our vision is to empower life's journeys with innovative, sustainable carry essentials that offer transformative experiences, inspiring mindful travel and connections worldwide. We are Driven By Diversity, Intentional By Design and Purposely Positive—core values upholding our ultimate goal to inspire movement within communities and across the globe.

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—and is sold in 15 territories across the globe.

SUSTAINABILITY AT LOJEL

At LOJEL, we're committed to driving positive change. We recognize the challenges our world faces, particularly with the looming climate crisis. The future is uncertain, and as a forward-thinking brand, we're dedicated to taking action.

Sustainability is at the core of our mission. By 2026, we aim to achieve B Corp certification, becoming climate neutral, and ensuring that 50% of our products are crafted from recycled or sustainable materials. To achieve these goals, we're building a team that's ready to take on this challenge head-on. Join us in making a meaningful impact on our planet while embracing a rewarding career at LOJEL.

About The Role

LOJEL is looking for a Customer Experience Lead to redefine how we engage with customers—transforming our Customer Success and Service teams into a function that drives experience, not just resolution. This role is about embedding CX thinking across the entire customer journey, ensuring that data, insights, and market intelligence fuel tangible improvements at every touchpoint.

This role is not about fixing problems after they arise—it’s about designing an experience that prevents friction before it happens. By leveraging real-time customer insights, behavioral data, and feedback loops, the Customer Experience Lead will shape proactive strategies that elevate customer interactions, drive engagement, and build long-term brand affinity.

Sitting at the intersection of Brand Experience, Retail, Marketing, and Digital, this role will act as the voice of the customer across the organization—ensuring that every team is aligned on delivering a seamless, insight-driven, and customer-first experience.

The Description

• Lead the evolution of the Customer Success and Service teams into an experience-first function, ensuring CX is embedded across all customer interactions, not just post-purchase touchpoints.
• Establish a data-driven approach to CX, ensuring customer insights from service interactions, market research, and digital behavior drive business decisions.
• Own the customer journey—identifying critical touchpoints, mapping pain points, and implementing strategic improvements that enhance customer engagement.
• Translate market and regional insights into localized customer experience strategies, ensuring CX adapts to cultural nuances and consumer expectations across different markets.
• Embed customer-first thinking across LOJEL, ensuring that Product, Digital, Marketing, and Retail teams use CX insights to refine and enhance customer interactions.
• 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.
• Develop scalable self-service and automation strategies, ensuring customers have frictionless access to support while service teams focus on high-value interactions.
• Shape the future of LOJEL’s loyalty and retention strategies, ensuring CX is a central driver of engagement, advocacy, and long-term brand love.
  
  

Your Core Skills & Experience

• 5+ years of experience in customer experience, CX strategy, service design, or customer insights.
• Proven experience translating data and market intelligence into CX strategy, creating meaningful and measurable improvements.
• Expertise in customer journey mapping, identifying opportunities for optimization and proactive experience design.
• Analytical mindset, with a deep understanding of customer engagement metrics, behavioral insights, and feedback analysis.
• Experience implementing localized CX strategies, ensuring regional teams can adapt and execute effectively.
• Strong cross-functional collaboration skills, working with Retail, Brand Experience, Marketing, and Digital teams to align CX initiatives with business objectives.
• Hands-on experience with CX and CRM platforms (e.g., Zendesk, Google Analytics, customer sentiment tools).
• Global mindset, with the ability to navigate multi-market dynamics and customer expectations.
• Strong leadership and communication skills, with the ability to advocate for customer-first strategies and influence cross-team alignment.
  
  

Requirements

• Bachelor’s degree in Business, Marketing, Service Design, Data Analytics, or a related field.
• 5+ years of experience in CX strategy, customer insights, or service leadership.
• Experience with CX platforms, CRM tools, and customer analytics software (e.g., Zendesk, Google Analytics, Qualtrics).
• Ability to interpret customer data, extract insights, and translate findings into action.
• Customer-first, problem-solving mentality, with a focus on designing better experiences, not just better solutions.
• Comfortable in a fast-paced, evolving environment, with a mindset that embraces change and innovation.
  
  

What You'll Get

• Competitive remuneration
• 20 Annual Leave Days
• Additional leaves including maternity, paternity, dental, marriage, childcare & adoption leaves
• Medical and Dental Insurance
• LOJEL friends & family discount year-round
• & much more…
  
  

**Our company is a signatory to the Racial Diversity and Inclusion charter for Employers of the Equal Opportunities Commission.**

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