KEY RESPONSIBILITIES

1. CX Strategy & Initiative Development

・Identify opportunities for CX improvement: Leverage customer data, market research, trend analysis, etc., to uncover areas for enhancing customer experience.

・ Drive CX strategy across multiple brands: Spearhead strategic initiatives to elevate the customer experience across all brands.

・Areas of focus: CDP utilization, LINE official account strategy & operational enhancement, loyalty program upgrades, O+O initiative development, etc.

2. Pilot Project Implementation & Expansion

・Collaborate with selected brands: Partner with chosen brands to execute pilot projects.

・Measure effectiveness: Conduct quantitative and qualitative analyses to determine project success and derive best practices.

・Facilitate rollout: Create materials and support workshops to share successful cases and facilitate their implementation across other brands.

3. Brand CX Team Training & Support:

・Enhance team expertise: Provide support in implementing training programs aimed at upskilling Brand CX teams and fostering knowledge sharing.

・Facilitate tool adoption: Offer support during the introduction of new tools and technologies, including operational setup and vendor management.

4. Cross-functional Collaboration:

・Maintain open communication: Share project plans, progress, challenges, and achievements with relevant departments.

・Foster alignment: Collaborate effectively with Brand CX, OBM, Division E-Flagship Hub, UI/UX, Media, Data, APAC IT, Local IT, Customer Care, and other relevant departments to ensure alignment and drive project success.

5. Other:

・Research and share the latest technologies and trends related to enhancing customer experience within the company.

CORE Skills & Experience:

・Proven practical experience in CRM/CX within a B2C industry.

・3+ years of project management experience specifically focused on enhancing customer experience.

・Knowledge and experience with digital marketing tools such as CDP, LINE Official Account, CRM, and Marketing Automation platforms.

・Business-level proficiency in Japanese and English.

REPORT LINE:　　CX Manager