- ARC’TERYX
- 正社員
Ecommerce Operation Specialist, ARC'TERYX
東京本社
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【応募手続き】https://jobs.lever.co/arcteryx.com/8ee93c5d-3e34-499e-b0e3-8bc9caa9b032
As the Ecom Operation Specialist, you will own and continuously improve the end-to-end post-purchase customer journey for Arc'teryx Japan's ecommerce business — from seamless fulfilment operations to meaningful customer insights — ensuring every interaction after purchase deepens customer loyalty and reflects the values of the brand.
ARC’TERYX（アークテリクス）
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 | Key responsibilities and accountabilities: ・You manage order check, error handling, and escalation responses, including Guest Service inquiry escalations and SAP linkage confirmation. ・You oversee fraud prevention operations and payment exception handling (chargebacks and miscalculations), balancing customer experience with business risk. ・You act as the primary coordinator between supply chain teams, delivery carriers, and external partners to ensure accurate and timely order delivery. ・You manage promotional operations, including coupon code issuance and management, to support post-purchase recovery and loyalty. ・You manage customer review collection, moderation, and reporting, develop negative review response flows in coordination with the Guest Service team, and translate review data into product and service improvement feedback. ・You design, distribute, aggregate, and report NPS surveys, and conduct driver analysis to surface key promoter and detractor insights. ・You lead VOC initiatives, aggregating customer feedback across channels and converting insights into cross-functional improvement proposals. ・You partner with the CRM team to provide post-purchase customer insights and leverage marketing automation tools for post-purchase touchpoints (shipping notifications, review requests, NPS delivery), optimizing and analyzing these journeys to elevate the overall post-purchase experience. ・You monitor and report fulfilment and customer experience KPIs to the Ecommerce Manager, translating data into actionable improvement proposals. ・You partner cross-functionally with Guest Service, Supply Chain, Warehouse, IT, Accounting, and CRM teams to ensure seamless operations and a consistent post-purchase experience. |
| 必須スキル・経験 | Required (Experience & Skills) ・You have 3+ years of experience in ecommerce, logistics, or retail operations. ・You have hands-on experience coordinating with warehouse/carrier partners or customer service teams. ・You have a solid understanding of order management, returns, and refund processes. ・You have experience designing and improving operational workflows. ・You have strong data literacy and are comfortable building reports and deriving insights from operational metrics. ・You have a strong analytical mindset with the ability to translate operational data into actionable business improvements. ・You have experience working cross-functionally with multiple internal and external stakeholders. ・You are proficient in ecommerce platforms (Shopify or equivalent) and have working knowledge of ERP systems (SAP or equivalent). ・You are fluent in Japanese with business-level English proficiency. |
| 歓迎スキル・経験 | Preferred: ・Experience with fraud detection tools (e.g. Forter) or chargeback management. ・Experience with review platforms (Yotpo, Bazaarvoice, Leeep or equivalent). ・Experience with NPS tools (Delighted, Medallia or equivalent). ・Experience with marketing automation tools (Braze, KARTE or equivalent). ・Experience in the outdoor or sports industry. |
| 求める人物像 | Required (Mindset & Approach) ・You are proactive in identifying the root cause of issues and developing solutions. ・You remain highly flexible and adaptable when faced with ambiguity. ・You effectively balance autonomy and collaboration with the ability to work with minimal supervision. ・You take ownership of the post-purchase experience with a genuine customer-first mindset. ・You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right. ・You are passionate about the Arc'teryx brand and its values. |
| 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（全額会社負担） - 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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