CX Specialist
Key Mission
- Owner of the online customer journey for the brand and to drive the EC CLTV mission
- Executes and actualizes the brand philosophy through building strong relationships with internal and external stakeholders
Key Job Accountabilities
- Driving force for the strategic key initiatives to drive CLTV and O+O
- Becoming the project manager for key projects such as subscription model enhancement (with the D2C team), call centre modernization (with the CS team), Line integration, Pull-up initiatives, Online eBA, etc.
- Key drivers for NPS and ongoing onsite improvements in collaboration with Web team, D2C team, system team
-Provide actionable insights from website analytics, KPI sheets, consumer database studies to drive business results (e.g. insight from A/B testing, UX study, NPS, VOC, and competitor monitoring)
KPI
- Subscription KPIs (Pull-up, retention, cross-sell, etc.)
- NPS
- Sales (MTD and Rolling)
- Key Strategic Projects (KPI will differ depending on project)
- Project management KPI (timeline and resource management)
- Collaboration with other teams (survey)
Must Have Aspects 必須項目
1 out of those listed below:
- CRM data analysis / strategy planning / activation skill (customer segmentation, loyalty programme, etc.)
- Experience in Marketing (Product Marketing / Brand Marketing)
- Experience in Digital Marketing (Advertisement, campaign, etc.)
*min. 3 years, ideally incl. CLTV analysis / planning
And
- Consumer Centricity mind-set / strong interest in Consumer Behaviour
- Agility to learn, comfortable in ambiguity, in fast-paced & entrepreneurial culture"
Preferred Qualifications 希望項目
-Consumer Centricity Mind-set / Strong interest in Consumer Behaviour
-Experience in FMCG, cosmetics or luxury commodities (fashion, jewellery etc.)
-International experience (academic or working experience) is a strong plus
-Data mining Skill
-Experience in Agency side is also a plus
-Japanese language at Native level, or JLPT 1/2, English at business level
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