Bilingual Senior Customer Experience Manager

Role Overview

Responsible for identifying and improving customer experience issues from problem identification to implementation of improvement measures. Reports to the Senior CX Team Manager and connects the operation teams in each region with the global team and related departments.

What You Will Do

Analyze customer experience, improve service quality, operational efficiency, and customer satisfaction based on data analysis and customer feedback. Promote the development of a customer-centric culture and continuous service improvement in line with global CX strategies and improvement plans.

Why It Might Be a Fit

Must have proficiency in English and business-level Japanese, understand customer needs, behavior, and expectations, and think from a customer perspective. Analyze data and customer feedback to identify challenges and propose improvements.

Requirements

• Proficiency in English and business-level Japanese
• Understand customer needs, behavior, and expectations
• Analyze data and customer feedback to identify challenges and propose improvements
• Proactively resolve customer satisfaction and service quality improvement challenges
• Collaborate with multiple departments and stakeholders to promote projects
• Understand and empathize with customer emotions and concerns
• Be flexible in responding to changes in customer needs and business priorities
• Have knowledge or learning desire of customer satisfaction and loyalty metrics, such as CSAT, NPS, CES, and CLV
• Actively use new technologies and digital tools

Benefits

• Remote work possible 2-3 days a week after 6 months of trial period
• Monday to Friday work (no work on weekends and holidays)
• Working hours: 9-18, 10-19, 11-20