CS変革・開発マネージャー/ CS Transformation & Development Manager

An international consumer goods company is looking for a CS Transformation & Development Manager. The selected candidate will drive Customer Service transformation, organisational capability development, talent initiatives, and digital service optimisation. This is a hybrid role.

Responsibilities:

• Develop and execute organisational transformation and capability development plans
• Drive talent development, succession planning, cross-training, and skills management initiatives
• Lead business process improvements and optimise Customer Service operating and vendor models
• Develop AI and digital strategies to improve operational efficiency and expand self-service capabilities
• Promote the use of customer insights and knowledge-sharing practices across the organisation
• Collaborate with IT, HR, business stakeholders, and global Customer Service teams on strategic initiatives

Requirements:

• Bachelor’s degree or equivalent
• Experience in talent development
• Prior experience in succession planning and development
• Proven experience driving transformation initiatives
• Background in customer service management
• Knowledge of contact centre operations
• Prior understanding of digital transformation
• Understanding of organisational management
• Familiarity with AI applications and utilisation
• Excellent coaching skills
• Strong Program & Project Management skills
• Professional level Japanese and English

About the Company:

An international consumer goods organisation with widespread marketing and distribution operations, this company has achieved global success through its innovative business model. Continuing to expand its reach, this organisation is a global leader and a renowned name in its field.

Keywords:

カスタマーサービス, サポート, コミュニケーション, 接客, 求人, 外資系

Job Ref: 63UEBR