CX Strategy & Initiative Development
・Identify opportunities for CX improvement:
Leverage customer data, market research, trend analysis, etc., to uncover areas for enhancing customer experience.
・ Drive CX strategy across multiple brands: Spearhead strategic initiatives to elevate the customer experience across all brands.
・Areas of focus:
CDP utilization, LINE official account strategy & operational enhancement, loyalty program upgrades, O+O initiative development, etc.
Pilot Project Implementation & Expansion
・Collaborate with selected brands:
Partner with chosen brands to execute pilot projects.
・Measure effectiveness:
Conduct quantitative and qualitative analyses to determine project success and derive best practices.
・Facilitate rollout:
Create materials and support workshops to share successful cases and facilitate their implementation across other brands.
Brand CX Team Training & Support:
・Enhance team expertise:
Provide support in implementing training programs aimed at upskilling Brand CX teams and fostering knowledge sharing.
・Facilitate tool adoption:
Offer support during the introduction of new tools and technologies, including operational setup and vendor management.
Cross-functional Collaboration:
・Maintain open communication:
Share project plans, progress, challenges, and achievements with relevant departments.
・Foster alignment:
Collaborate effectively with Brand CX, OBM, Division E-Flagship Hub, UI/UX, Media, Data, APAC IT, Local IT, Customer Care, and other relevant departments to ensure alignment and drive project success.
Other:
・Research and share the latest technologies and trends related to enhancing customer experience within the company.
CORE Skills & Experience
・Proven practical experience in CRM/CX within a B2C industry.
・3+ years of project management experience specifically focused on enhancing customer experience.
・Knowledge and experience with digital marketing tools such as CDP, LINE Official Account, CRM, and Marketing Automation platforms.
・Business-level proficiency in Japanese and English.
REPORT LINE:
CX Manager
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