【ミッション】
本ポジションのミッションは、MOSHの「Customer Excellence(CE)」を率い、顧客価値の最大化(活用・定着・拡張)と事業KPI(NRR/GRR/GMV成長)の両立を実現することです。
MOSHは「マルチプロダクトSaaS × GMV連動のCtoCプラットフォーム」として、クリエイター(売り手)とゲスト(買い手)の双方に価値を届けています。
本ポジションは、その横断的な顧客体験の最適化を担い、戦略から組織・運用までを自ら設計し、成果を牽引していただきます。
【CEとその管掌領域について】
MOSHにおけるCEは、顧客体験を軸に事業成長を推進する統合機能です。
単なるサポートやカスタマーサクセスにとどまらず、顧客の「利用開始 → 定着 → 成功 → 拡張」というライフサイクル全体をデザインし、組織横断で卓越した体験を実現することを指します。
▽CEの役割は以下の4領域で構成され、統括していただきます。
Customer Success:顧客の活用・定着・拡張を推進し、解約抑止とNRR最大化を中心に担う
Cus(その他詳細は面談にてお伝えします)(その他詳細は面談でお伝えします)
【求める人材】
【必須経験・スキル】
カスタマーサクセスまたはサポート経験
■SaaSのカスタマーサクセスもしくはサポート部門の統括経験
経営フォロー
■経営方針を踏まえ、部門戦略や投資配分に関する合意プロセスを設計・実行した経験
VOC→開発の連携
■VOCや顧客インサイトを整理し、プロダクトや開発に反映させた経験
カスタマーサポート運営
■FAQ / チャットボット / シフト管理など、顧客対応の仕組みの構築、品質と効率を改善をリードした経験
データドリブンな改善の実行
■解約率 / NRR / CSATなどのKPIを設計し、データ分析を活用して改善をリードした経験
【歓迎経験・スキル】
CtoC/プラットフォームでの経験
■CtoCやGMV連動型のプラットフォームでの事業経験
大規模運営・外部リソース活用
■BPO/派遣/ベンダーなどを活用し、週7日の業務運営や繁忙期対策を設計・運営した経験
リスクマネジメント連携
■返金/不正利用/チャージバックなどのリスク対応の経(その他詳細は面談にてお伝えします)(その他詳細は面談でお伝えします)
【給与】
800~1300万円
【勤務地】
東京都
【勤務時間】
求人紹介時に詳しくお伝えいたします。
【雇用・契約形態】
正社員
【待遇・福利厚生】
その他制度
【休日・休暇】
年末年始休暇/夏季休暇/有給休暇/慶弔休暇/その他休暇/完全週休2日制(土・日)
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