ブランド・カスタマーエクスペリエンスマネージャー/ Brand & Customer Experience Manager

A global premium food and retail company is looking for a Brand & Customer Experience Manager. The selected candidate will strengthen shop training, brand standards, customer engagement, marketing initiatives, e-commerce experiences, and cross-functional execution across all consumer touchpoints.

Responsibilities:

• Champion the customer experience across Japan by maintaining premium service, hospitality, quality, and customer engagement standards across consumer touchpoints
• Develop promotional programmes, limited-time offers, gifting initiatives, bundling, and pricing strategies to attract and engage customers
• Develop and improve Shop training covering customer experience, brand standards, heritage, messaging, and service behaviours
• Partner with Retail Operations to strengthen customer service and provide teams with the tools and brand knowledge needed to deliver memorable experiences
• Manage brand standards, voice, messaging, and positioning across internal and external communications and provide brand guidance to cross-functional teams
• Partner with Country Management, global Marketing, and Product Development teams on seasonal campaigns, promotions, product launches, Shop activations, and other consumer initiatives
• Support e-commerce and customer-facing communications by developing locally relevant product storytelling, promotional messaging, packaging, and other brand content
• Partner with Supply Chain and other functions on fulfilment initiatives to maintain a consistent brand experience through presentation, packaging, and delivery
• Gather feedback from Shops, e-commerce, and other customer touchpoints to identify improvement opportunities and adapt global brand standards to the Japanese market

Requirements:

• Bachelor’s degree or above
• More than 5 years of experience in customer experience, retail, hospitality, brand marketing, training, or a related corporate environment
• Demonstrated passion for customer service and creating memorable consumer experiences
• Experience developing, facilitating, or supporting Team Member training programmes, particularly in retail, hospitality, or customer-facing environments
• Strong understanding of brand standards, brand voice, messaging, and consistent customer experiences across multiple touchpoints
• Experience supporting consumer marketing campaigns, promotions, e-commerce, or related brand initiatives
• Experience motivating and influencing Retail Operations, Marketing, and other cross-functional teams without direct authority
• Deep understanding of Japanese consumers and the local premium retail landscape, including emerging trends, customer expectations, and competitive activity
• Professional level Japanese and English

Preferred requirements:

• Experience in Food & Beverage, Retail, Hospitality, or consumer brands

About the Company:

A premium food and beverage company specialising in gourmet popcorn, with roots in Chicago and a long-standing tradition of handcrafted recipes. Its Japan business produces and sells freshly made popcorn through retail stores and online channels, offering a range of signature flavours and premium products to customers across Japan.

Keywords:

ブランドマーケティング, カスタマーエクスペリエンス, 顧客体験, リテールマーケティング, ホスピタリティ, ブランド戦略, ブランド管理, 店舗トレーニング, 販促, プロモーション, 求人, 外資系

Job Ref: RPVAA6