Head of Customer experience and CS [Multinational Startup]
Tokyo 23 wards
Permanent
¥10,000,000 - ¥16,000,000
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Bullet points
Be one of the first employees in Japan
Build the CS strategy from scratch
About Our Client
Our client is an international food delivery company who will start its business in Japan.
Job Description
- Responsible for country NPS and perform deep dives to identify pain points and draw out actionable insights and execute upon
- Pilot and own new initiatives that transform our support operations and improve the level of service we provide; iterating existing support functions and launching new ones that incorporate effort of cross-functional teams
- Own outputs of regular business reviews in order to follow-up and align different stakeholders (logistics, marketing, operations, regional customer service and support functions) to improve customer experience and lower overall incidents
- Manage and monitor consumer product roll outs and compile product feature requests, with data driven justification, that best fit the consumer needs
- Project manage and lead customer experience initiatives within the market and report findings and progress to country MD and regional counterparts
- Having an obsession for customer-centricity, while solving complex operational issues
- Leading operational excellence projects driven through coordinated efforts of cross-functional teams.
The Successful Applicant
- Bachelor's degree in business, marketing, finance or any science-related fields/ MBA or Master's preferred
- Minimum of 5+ years of management experience in Customer service / vendor management / Consulting or e-commerce
- Native level of Japanese (N1) and English Fluency
- Ability to work in a cross-functional environment and to lead complex operational initiatives
- Prior professional experience with optimization, processes and program/project management is required
- Experience working in high-volume or extremely fast-paced environment is preferred
- Strong stakeholder management skills
What's on Offer
- be one of the first employees in Japan
- Competitive package, incentives, allowances, insurance, pension