E-commerce Experience Manager

• Customer Experience Research & Benchmarking
• NPS Monitoring
• Localization Program Management

This role will be to support defining customer experience and feature priorities through market research, customer insights/NPS analysis, and localization program management. Responsibilities:

1. Customer Experience Research & Benchmarking:

• Conduct market research on the Japanese shopper/ecommerce trends, focusing on:
  • Customer preferences and needs: Identify key drivers and pain points for online and offline shoppers for Phones in Japan.
  • Competitive landscape: Analyze competitor strategies, strengths, and weaknesses in customer experience for the company's online and physical store features/experiences.
  • Cultural nuances: Provide insights into Japanese cultural factors that influence online shopping behavior, such as communication styles, payment preferences, and delivery expectations.
• Deliverables:
  • Market research presentations: Provide comprehensive reports with actionable insights and data-driven recommendations.
  • Competitive analysis: Conduct competitive analysis to track and benchmark against competitors for key features.

1. NPS Monitoring:

• Monitor & analyze NPS trends for the company's online store in Japan:
  • Monitor NPS trends in Japan, identifying areas of strength and weakness in the customer experience.
  • Analyze NPS survey verbatims to understand customer sentiment and identify key drivers of satisfaction and dissatisfaction. Develop recommendations to address key issues and improve NPS.
  • Collaborate with cross-functional (XFN) stakeholders to implement short-term tactical fixes, as necessary.
• Deliverables:
  • NPS reports: Provide regular reports on NPS trends and verbatim analysis, highlighting key insights and recommendations for improvement.

1. Localization Program Management:

• Stakeholder Engagement: Coordinate and manage logistics for stakeholder engagement sessions, including meeting logistics, managing agenda(s), and document(s).
• Localization Quality Improvements:
  • Localization QA: Collaborate with teams to conduct thorough testing and quality assurance of localized content.
  • Tracking, management, and reporting: Utilize bug tracking tools to effectively track, manage, and resolve localization bugs related to the Japan website and marketing materials.

Qualifications:

• Language Proficiency: Native-level Japanese language competency; Professional-level English competency with a proven track record of success with Japanese & global stakeholders.
• Deep understanding of the Japanese market: Extensive knowledge of Japanese consumer behavior, cultural nuances, and business practices.
• Proven experience in market research: Strong research skills with experience conducting secondary research and synthesizing available primary research & data sources to present a compelling case for change.
• Strong communication and interpersonal skills: Ability to effectively communicate with stakeholders at all levels, both in Japanese and English.
• Experience with localization: Familiarity with localization processes and best practices.
• Excellent project management skills: Ability to manage multiple projects simultaneously and meet deadlines.
• Technical proficiency: Proficient in using project management tools, bug tracking systems, and productivity software.

We regret to inform that only shortlisted candidates will be notified / contacted. Job Reference: Sarah Siaw / JN -012025-47177 EA Registration No.: R22108392, Sarah Siaw Hui Xia Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544