Head of Customer Service/カスタマーサービス主任
給与 ¥10000000 - ¥13000000 per annum
担当コンサルタント Yuko Shimizu
A multinational e-commerce business is searching for a proven management professional with a strong commercial and financial mindset to join their international organization as the Head of Customer Service. In this exciting role, you will collaborate with global business leaders as you manage and develop a growing online retailer in the APAC region.
- Work with the global director to develop the global service strategy for core markets; provide leadership for the APAC (Japan and China) teams by inspiring them with the company’s service vision, setting clear objectives and motivating them to deliver the best level of service
- Set target service levels, ensure they are achieved and identify innovative ways to enhance current service levels to
- Work closely with global customer service management to develop resource plans fit for business needs, training and recognition programs to improve quality of service and process improvements to deliver strong results
- Develop new initiatives to increase productivity, gain efficiencies and enhance customer retention
- Manage core business budgets; act as a liaison for other global departments (e.g. operations, marketing) on initiatives having customer impact and ensure information flow to CS teams
- Proven leadership and management experience of a large customer service team; preferably multiple customer service teams or business units in different countries
- A deep understanding of luxury e-commerce customer service and the online shopping experience
- Strong commercial and financial acumen with the ability to pivot quickly according to business needs and manage change with confidence
- Strategic mindset and leadership experience; a highly disciplined approach to service and process improvement
About the Company:
An international e-commerce organization that operates a popular online fashion retailer, this company services a wide number of customers in markets across the globe. Rapidly expanding due to the success of its business model, this award winning organization is a respected international figure.
Eコマース, デジタル, カスタマーケア, 経営，海外出張