Deckers Japan 合同会社
This position establishes desirable framework of Contact Center operations based on the customer experience management strategy.
For Customer Experience development, this position will be responsible for the following area of work across brands (UGG/Teva/HOKA): Manage all Contact Center operations & performances / Align with Retail team and e-Commerce team to integrate those Contact Center operations / Cooperate with stakeholders and each teams to reflect VOC (Voice of Customer) for our business with alignment of our global Consumer Service strategies & standards.
※ 部下1名
| 採用情報 | |
|---|---|
| 1 | 【本ポジションについて】 新設ポジションです。 This position establishes desirable framework of Contact Center operations based on the customer experience management strategy. For Customer Experience development, this position will be responsible for the following area of work across brands (UGG/Teva/HOKA): Manage all Contact Center operations & performances / Align with Retail team and e-Commerce team to integrate those Contact Center operations / Cooperate with stakeholders and each teams to reflect VOC (Voice of Customer) for our business with alignment of our global Consumer Service strategies & standards. ※ 部下1名 |
| 2 | 業務内容（職責） ※ (%)は全体の業務に対する割合を指します ■ Contact Center management (30%) Provide new framework for Contact Center management with support from related functions. - Operations/workflow management - KPI management with alignment of our global Consumer Service strategies & standards - Training for service vendor/department and contact center members - Consumer Service operations QC - Risk/Crisis management - Talk scripts & Mail/Chat templates improvement - System management - Knowledge base management (Incl. Knowledge base system solution/tool) - FAQ management - Handling fulfillment service operations of e-Commerce & Omni-channel CS (Order confirmation/change/cancellation, Shipping confirmation, Product Return/Exchange and CEM) - Contact Channel & Touch Point management - Verifying ROI and cost-effectives (Incl. Those periodical review with Strategic Planning Manager) - Ensuring and development all regular report - To maintain good relationship with 3rd party Contact Center staff (Making office staff, retail store staff and 3rd party Contact Center staff become “One Team”) ■ Consumer Service/Customer Experience development in the PDCA improvement cycle (40%) Improve each business operations from Customer Experience point of view and contribute improvement of customer acquisition & retention. - NPS(Net Promotor Score) management and VOC (from Contact Center, NPS survey and other surveys) analysis (Incl. VOC/Customer Experience measurement) - Cooperation with stakeholders to reflect VOC for our business / for Customer Experience development - Measurement of profit contribution by Customer Experience development, with Strategic Planning Manager - Working with Marketing team to get involved for campaign development - Shaping a consistent brand/customer experience on all channels & functions (Retail Store, e-Commerce, Wholesale and Contact Center operations) - Ensuring and development all regular report - Sharing a current status of our customer’s VOC&CX to all stakeholders ■Project leading/management (20%) - Retail & e-Commerce Contact Center operations integration - Consumer Service Omni-channelization (Retail and Contact Center Consumer Service operations integration) - Future alignment of a Customer Database/Consumer Service system platform to Deckers Global - Visualization/Digitizing of Customer Experience & VOC ■ Budget control (10%) - Participate in budget/cost forecasting for the outsourced Contact Center, projects and others related. ※副業・兼業不可 |
| 3 | 【Work Experience】 - More than 5 years of Contact Center/Consumer Service operations management experience (Preferred: Footwear, Apparel, FMCG) 【Skills/Competencies】 - Information security/Personal information management knowledge & experience - Related system management experience (CTI*, PBX*, IVR*, Customer - Database and CS CRM system* etc.) - Excellent verbal and written communication skills in both Japanese and English - Previous experience with multi-functional organizations - Able to demonstrate best-in-class performance to further develop an experienced team of professionals to serve the needs of the business - Expertise of Contact Center management both in-house and outsource - Ability to understand, plan and organize the regulatory needs for footwear/apparels - Totally IT literate and capable of manage data using by software & ERP - Numerate, analytical and enquiring mind - Understands the need to benchmark and measure performance - Business & Commercial English abilities - Deadline driven - Sets plans & objectives, clearly delegates tasks - Excellent team-building, project management and organizational skills - Ability to multi-task in a fast paced environment - Self managed, conscientious and motivated - Result oriented |
| 4 | 【Work Environment】 ◇日本のニーズや文化的違いを理解してくれる、グローバルのチームメンバー ◇リモートワーク可能 (職責上で出社の必要がなければ、オフィスに出社する必要はありません。通勤にかかる時間やストレスを軽減し、自身のライフスタイルに合わせて働くことができます。） ◇コアタイム無しのフレックスタイム制 (6:00 AM~10:00 PM) ◇企業型確定拠出年金制度 ◇病気等、万が一の場合に備える団体保険（長期障害所得補償含む) ◇自社ブランドの従業員割引 ◇カジュアルなドレスコード |
| 5 | 【Holidays and Leaves】 ※124 holidays per year (2019) 土日および祝日 有給休暇 年末年始休暇 慶弔休暇 傷病休暇、 産前・産後休暇、育児休暇、子の看護のための休暇 介護休暇 特別休暇 |
| 6 | ※副業・兼業不可 |
| 勤務地 |
<Deckers Japan 本社> 東京都渋谷区恵比寿 恵比寿ガーデンプレイス 15階 東京都 |
| 募集拠点 |
Deckers Japan 合同会社 東京都渋谷区恵比寿恵比寿ガーデンプレイス 15階 |
| 企業情報 | |
|---|---|
| 会社名 | デッカーズジャパン合同会社 |
| 設立 | 2009年2月 |
| 本社 | 〒150-6015 東京都渋谷区恵比寿4-20-3 恵比寿ガーデンプレイスタワー15F |
| 代表（職務執行者） | ジェネラルマネージャー 伊藤 輝希 |
| 事業内容 | - 靴、かばん、ベルト、皮革製品、アパレル製品、服飾雑貨品、織物、アクセサリー等の販売、卸売及び輸入 - インターネットを利用して、靴、かばん、ベルト、皮革製品、アパレル製品、服飾雑貨品、織物、アクセサリー等を通信販売すること - 前各号に付帯関連する一切の業務 |
| 取扱ブランド | UGG®, HOKA®, Teva® |
| 取引銀行 | 香港上海銀行 東京支店 みずほ銀行 日本橋支店 |
| 親会社 | Deckers Outdoor Corporation （NYSE上場 Code：DECK） http://www.deckers.com/ |
