メンバーサクセスマネージャー/ Member Success Manager

A multinational concierge and lifestyle management company is looking for a Member Success Manager. The selected applicant will be responsible for managing complaints, proposing enhancements to complaint handling processes, and driving a member-focused culture through all communication.

Responsibilities:

• Actively receive and manage new complaints raised by lifestyle managers and VoC team
• Ensure accurate recording of all complaints owned before the third working day of the following month
• Propose enhancements to complaint handling processes and efficiencies
• Provide consistent advice and coaching on feedback resolutions
• Drive a member-focused culture through all communication
• Participate in Member Success training and coaching where required
• Manage corporate complaints raised through Client Services and Key contacts
• Serve as point of contact for client services for assistance on troubleshooting
• Attend client meetings to represent Member Experience

Requirements:

• High school diploma or equivalent
• Practical experience in running projects and change management
• Prior experience of being part of a high-functioning management team
• Success in managing complaints from Japanese customers over the phone
• Understanding of the strategic importance of great complaint management is desired
• Knowledge of NPS programs and appropriate follow-up is preferred
• Expertise in the entertainment or travel industry is ideal
• Proficient in written and verbal Japanese and English

About the Company:

A premier concierge and lifestyle management company, dedicated to providing unparalleled personalised services and exclusive experiences tailored to the unique needs of its discerning clientele in Japan and beyond. With a focus on delivering exceptional customer satisfaction and exceeding expectations, they stand as a trusted partner for individuals seeking luxury, convenience, and unforgettable moments.

Keywords:

hospitality industry, customer service, customer experience, VIP, complaints handling, 接客業, 顧客サービス, 顧客体験, 苦情処理, 求人, 外資系

2026540/001