At arenaflex, we don't just create innovative products – we revolutionize entire industries with our cutting-edge technology and industry-leading environmental efforts. Our diverse team of thinkers and doers encourages the innovation that runs through everything we do, from amazing technology to groundbreaking environmental initiatives. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for bringing everybody in.
Join arenaflex and help us leave the world better than we found it. As a Regional Voice of the Customer (VOC) Lead, you'll play a pivotal role in defining the digital shopping experience for our customers worldwide. The ideal candidate has a deep understanding of the needs of online shoppers, a customer-centric mindset, and the ability to distill complex inputs into clear, actionable insights.
**About the Role**
We're seeking an experienced Regional VOC Lead to join our arenaflex Retail Online VOC team. This role will be responsible for identifying and prioritizing key customer experience improvement opportunities across Japan, utilizing customer feedback data and partnering with Insights, Analytics, Customer Care, and other teams. You'll also be responsible for understanding e-commerce trends and the associated customer experience in Japan, articulating customer expectations, and enhancing clarity of communication of our transactional and delivery messaging while preserving arenaflex's brand and tone of voice.
**Key Responsibilities**
* Identify and prioritize improvement opportunities across Japan, utilizing customer feedback data and partnering with Insights, Analytics, Customer Care, and other teams.
* Understand e-commerce trends and the associated customer experience in Japan, articulating customer expectations, services offered in the market, and how they are executed (buy flow, communications, payment options, delivery methods, etc.).
* Enhance clarity of communication of our transactional and delivery messaging while preserving arenaflex's brand and tone of voice.
* Liaise with Product Management and Operations teams to be a local customer and market expectations expert as we plan for and roll out new site features and projects in Japan.
* Present customer engagement insights to senior executives visiting the region, serving as the voice of the customer for Japan and clearly communicating the nuances that matter to the customer experience in Japan.
* Connect with the total arenaflex business to ensure adequate coverage of areas where VOC issues are likely to emerge, understanding in-depth the key VOC issues in Japan and developing broad insight into VOC issues across WW.
* Work closely with Contact Center and Operations teams to prioritize and address issues at a non-Capital level.
* Join the dots, spotting the fixes that net the biggest customer gains, assimilating large volumes of internal and external data, and identifying connections and relationships between disparate sources.
**Minimum Qualifications**
* Extensive experience in a customer-focused role in e-commerce.
* Deep curiosity with the drive to "follow the data" to uncover the root of an issue wherever the path may lead.
* Strong quantitative and problem-solving skills, with the ability to synthesize and distill large amounts of inputs into clear narratives.
* Ability to collaborate cross-functionally and globally to leverage knowledge and gain a holistic understanding of complex situations.
* Exceptional problem-solving skills, with the ability to develop creative solutions and demonstrate resourcefulness while maintaining extreme attention to detail.
* Great written and oral communication skills, with outstanding presentation skills, able to effectively mix narrative and data to influence senior executives.
* Effective planning skills, with the ability to handle multiple projects or tasks at the same time, while being open to and responding flexibly to change.
* Fluent language proficiency in Japanese to support the Japan market and English to partner with international teams.
**Key Qualifications**
* Ability to function largely autonomously, setting your own daily priorities and goals while effectively communicating back to leadership exactly why these are the correct focus areas.
* Strong empathy for the customer experience.
* Makes space to listen, learn, and amplify diverse perspectives and experiences.
* Actively seeks out opportunities to champion and celebrate inclusion and diversity.
**Work Environment and Company Culture**
At arenaflex, we're committed to creating an inclusive and diverse work environment that encourages innovation, creativity, and growth. Our team is passionate about making a positive impact on the world, and we're looking for like-minded individuals to join us on this journey.
**Career Growth Opportunities and Learning Benefits**
arenaflex offers a range of career growth opportunities and learning benefits to support your professional development and personal growth. Our comprehensive training programs, mentorship initiatives, and opportunities for advancement will help you achieve your career goals and make a meaningful contribution to our organization.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including a salary, bonus, and benefits. Our perks and benefits include:
* Comprehensive health insurance
* Retirement savings plan
* Paid time off and holidays
* Professional development opportunities
* Flexible work arrangements
* Access to cutting-edge technology and tools
* Collaborative and dynamic work environment
**How to Apply**
If you're a motivated and customer-focused individual with a passion for driving digital shopping experience excellence, we encourage you to apply for this exciting opportunity. Please submit your resume, cover letter, and any relevant work samples to our online application portal.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. arenaflex will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process.
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