東京本社
・Job Mission
Support Arc’teryx Japan by creating best-in-class guest experience for our D2C channels
カナダ・バンクーバーにて1989年に創業。常に進化を追求し、新たな基準となる革新的な技術で、高いパフォーマンスを発揮する製品を創り出してきました。
| 採用情報 | |
|---|---|
| 概要・業務内容 補足 | ・General Purpose of the Job Lead out continuous improvement activities to ensure best in class experience is delivered across all digital channels (ecommerce, marketplaces, social, retail). You will be responsible for setting up a clear customer service strategy with KPIs and processes to deliver an outstanding experience for all guest (customers) inquiries. Achieve Customer Experience Success through: Leading Guest Experience • Translate global brand Guest Service SLA and KPI standards into the Guest Service Framework for the EMEA region Build and execute a strategy to deliver above industry average customer service for the Arc’teryx Guest through our Digital and Retail channels. • Produce and present actionable insights for guest experience through reporting weekly through on-going guest feedback via all channels. • Present ideas and work with the brand team to deliver initiatives and improve guest experience. • Lead the development of guest experience standards which will drive monthly KPI reporting. • Influence the IT and software infrastructure to ensure the right tools for the best service to the guests. • Build relationships with the Warehouse, Logistic, IT, Customer Service and Ecommerce teams to understand order fulfillment processes, post purchase and challenges. Guest Enquiries • Respond to guests regarding orders, product information and general enquiries. • Monitor product reviews and respond to guests • Monitor the order fulfillment process, ensuring all orders are captured from Shopify to SAP • Liaise with freight forwarders to resolve guest shipping issues • When necessary proactively engage with guests to deliver best in class experience - don’t wait for guests to contact us • Provide guests with solutions to their enquiries • Build a product and service knowledge base to lead in great guest experience on products. • Help manage freight forwarding and fraudulent issues. Managing a Team • Manage the Guest Experience Team on a day-to-day basis. • Play an active role in recruiting, inducting and training the Guest Experience team. • Ensure individual development plans for your team. • Work cross collaboratively to train team on products to answer guest with best information. • Managing the engagement model with our external service provider; including reporting standards, recurring touch points and QBR’s. |
| 必須スキル・経験 | Work • Minimum 5 years previous experience of working in a customer focused environment is essential (+ 2 years management) • Demonstration of leading and implementation of process improvements • Previous experience in the sports industry - desirable but not essential Systems • Zendesk, Salesforce or equivalent • Shopify – desirable but not essential • SAP – desirable but not essential |
| 求める人物像 | Behaviours • Compassion • Positivity • Team spirit - Good customer service takes team work and working well with others is essential to your success • Solution focused • Customer centric mentality Specific Skills • Very strong process skills • Excellent written and verbal communication • Organised with excellent time management • Multitasking – manage competing priorities at the same time • Proficient with the Excel, Word and Power Point • Ability to learn new systems • Manage multiple stakeholders |
| 必要言語・レベル | ・Business Level English (Writing/ Reading/ Speaking) ・Fluent Japanese (Writing/ Reading/Speaking) |
| 定員 | 1 名 |
| 想定給与 | ご経験・面接評価を考慮し弊社規定により決定 |
| 勤務時間 | 9:30 – 18:15（実働7時間45分 休憩1時間） |
| 休日・休暇 | - 年間休日：128日以上（年度により多少前後） - 有給休暇（入社時3日） - 夏季・年末年始・会社創立記念日休暇 - リフレッシュ休暇（最大5日/年） - アニバーサリー休暇（1日/年） - シックリーブ（最大5日/年） - ボランティア休暇（3日/年） - その他特別休暇・慶弔休暇 - 積立休暇（消滅する有休を積立て：上限60日） |
| 待遇 | - 給与改定年1回 - 賞与年1回（インセンティブ） - 退職金制度 - 確定拠出金制度 - 交通費実費支給 - 社会保険完備 - 社員割引制度（全ブランド対象） - UR賃貸住宅入居優待 - 全国38,000施設の宿泊施設割引利用 - 各種スポーツクラブ法人契約（全国7,600ヶ所） - 健康・メンタル24時間相談サービス - 産前産後休暇制度（産前は8週間まで） - 育児休暇・補助金（月極・一時保育補助） - 介護休暇・補助金（保険超過分補助・用品購入補助） - 無料eラーニング完備（約800講座） - 全国約30,000店舗の飲食店割引利用 - マッサージ、エステ、日帰り温泉等割引利用 - 映画館・レジャー施設等割引価格利用 |
| 募集拠点 |
東京本社 東京都新宿区新宿6-27-30 新宿イーストサイドスクエア6階 |
| 勤務地 |
東京都 |
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