Experienced Regional Voice of the Customer Lead – Digital Shopping Experience Transformation

At arenaflex, we're not just building innovative products – we're revolutionizing entire industries with our cutting-edge technology and industry-leading environmental efforts. Our diverse team of thinkers and doers encourages the kind of innovation that makes a real difference in the world. We believe that inclusion is a shared responsibility, and we hold ourselves and each other 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 Lead on our arenaflex Retail Online team, 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.

Job Description

We're seeking an experienced Regional Voice of the Customer Lead to join our arenaflex Retail Online team in Japan. As a key member of our team, you'll be responsible for identifying and prioritizing improvement opportunities across Japan, utilizing customer feedback data and partnering with Insights, Analytics, Customer Care, and other teams to drive substantive change.

Key Responsibilities:

* Identify and prioritize key customer experience improvement opportunities across Japan by utilizing customer feedback data and through partnership with Insights, Analytics, Customer Care, and other partner teams.

• Understand e-commerce trends and the associated customer experience in Japan, articulating customer expectations, services offered in the market, and how they're 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 the world.
• 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 from the unique perspective and vantage point of WW VOC, assimilating large volumes of internal and external data as well as customer inputs, 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 to gain holistic understanding of complex situations and create strategic consensus.
• Exceptional ability to problem-solve, develop creative solutions, and demonstrate resourcefulness, while maintaining extreme attention to detail.
• Great written and oral communication skills, and outstanding presentation skills, with the ability 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.
• Fluent language proficiency in 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 a work environment that's inclusive, diverse, and supportive. We believe that our team members are the driving force behind our innovation and success, and we're dedicated to providing opportunities for growth, learning, and development. Our company culture is built on a foundation of collaboration, creativity, and a passion for making a difference in the world.

Career Growth Opportunities and Learning Benefits:

As a Regional Voice of the Customer Lead at arenaflex, you'll have access to a wide range of career growth opportunities and learning benefits, including:

• Professional development programs and training opportunities to help you grow and develop in your role.
• Collaborative and dynamic work environment that encourages innovation and creativity.
• Opportunities to work on high-impact projects and initiatives that make a real difference in the world.
• Access to arenaflex's extensive network of experts and thought leaders in the industry.
• Competitive compensation and benefits package, including health insurance, retirement savings, and paid time off.

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation and benefits package, including:

• Competitive salary and bonus structure.
• Comprehensive health insurance and retirement savings plan.
• Paid time off and holidays.
• Access to arenaflex's extensive network of experts and thought leaders in the industry.
• Opportunities to work on high-impact projects and initiatives that make a real difference in the world.

How to Apply:

If you're a motivated and customer-focused individual with a passion for innovation and making a difference in the world, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer:

arenaflex is an Equal Opportunity Employer that is committed to inclusion and diversity. We believe that our team members are the driving force behind our innovation and success, and we're dedicated to providing opportunities for growth, learning, and development. We welcome applications from diverse candidates and are committed to creating a work environment that's inclusive, diverse, and supportive. Apply for this job