Customer Experience Manager - International market leader [10M] | Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社の求人詳細

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キービジュアル キービジュアル
更新日 2018-12-28
掲載開始日 2018-11-27

Customer Experience Manager - International market leader [10M]

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取扱い会社
人材紹介
Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
企業名 会社名非公開
職種
Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
カスタマーサービス - コールセンター管理/オペレータ管理
業種 消費財/FMCGメーカー
勤務地 アジア 日本 東京都

仕事内容 The successful candidate will be working closely with Brand managers in agreeing Brand communication tone and manner in Flagship stores, ensuring staff training, and general operations of the stores. In addition, the Customer experience manager will be the point of contact for external Customer Service centre. Finally, the successful candidate will manage the operation of the 3PL partner in charge of online orders fulfillment.


Description

Customer call centre

* Work closely with Brand managers to ensure correct communication by agents to customers;

* Be point of contact for the Call centre for all operation matters:

* Software system connections;

* Agents periodical training;

* Connection with 3PL to ensure smooth communication;

* In charge of Customer service call centre KPIs - establish KPIs, track and report;

Flagship stores

* Work closely with Brand managers to understand Brand communication strategy, Brand look and feel and Brand standards;

* Apply above brand guidelines in executing Flagship stores;

* Search appropriate properties to allow the correct brand positioning in desired Target audience neighbourhoods;

* Work with external partners in planning and building flagship stores;

* In charge of Staff training;

* Manage day to day operations: staffing, stock management, daily reporting;

Manage 3PL partner

* In charge of managing the Third Party logistics partner in charge of fulfilling all online consumer orders;

* Work closely with Digital team to understand activities planned in order to estimate correct demand for the 3PL deliveries;

* Work close with Brand managers to align on communication and customer experience when receiving any Imperial products at home;

* Manage KPIs of the 3PL: orders fulfilment rates, stock management, accuracy of deliveries;

* Work closely with Supply manager to ensure sufficient stock at all times across all Market places (if applicable) and Logistics partner;


Profile

* You have experience working with call centres;
* Customer care experience for Consumer products;
* Management Experience;
* Experience in logistics and stock management;
* Brand activation experience.


Job Offer

You will receive a competitive salary: 10M + bonus.
企業について
(社風など)
Our client is one of the leaders in the consumer goods industry.
英語能力 ビジネス会話 (TOEIC 735-860)
日本語能力 ネイティヴレベル
年収 日本・円 800万円 〜 1000万円   
給与に関する説明 Bonus
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