Experienced E-commerce Customer Experience Lead - Regional Voice of the Customer Specialist for Online Shopping Platforms

Introduction to arenaflex At arenaflex, we don't just create products — we build the kind of wonder that's revolutionized entire industries. It's the diversity of our people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. 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. Job Overview We are seeking an experienced and customer-centric professional to join our Online Voice of the Customer (VOC) team as a Regional Voice of the Customer Lead. In this role, you will play a crucial part in defining the digital shopping experience for our customers worldwide. The ideal candidate has a strong understanding of the needs of online shoppers, a deeply customer-centric mindset, and the ability to distill a wide variety of inputs to clearly articulate user journey opportunities. Key Responsibilities Identify and prioritize improvement opportunities: Utilize customer feedback data and partner with Insights, Analytics, Customer Care, and other teams to identify key customer experience improvement opportunities across Japan. Understand e-commerce trends: Articulate customer expectations, services offered in the market, and how they are executed (buy flow, communications, payment options, delivery methods, etc.) in Japan. Enhance communication clarity: Preserve arenaflex's brand and tone of voice while enhancing the clarity of transactional and delivery messaging. Liaise with Product Management and Operations teams: Serve as a local customer and market expectations expert for new site features and projects in Japan. Present customer engagement insights: Clearly and effectively communicate customer insights to senior executives visiting the region, serving as the voice of the customer for Japan. Connect with the total arenaflex business: Ensure adequate coverage of areas where VOC issues are likely to emerge, developing broad insight into VOC issues across the world. Collaborate with Contact Center and Operations teams: Prioritize and address issues at a non-Capital level, working closely with these teams to drive substantive change. Essential Qualifications To be successful in this role, you will need: Extensive experience in a customer-focused role in e-commerce, with a deep understanding of online shoppers' needs. Strong quantitative and problem-solving skills, with the ability to synthesize and distill large amounts of inputs into clear narratives. 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. Fluent language proficiency in Japanese to support the Japan market, and fluent language proficiency in English to partner with international teams. Preferred Qualifications While not required, the following qualifications are preferred: Ability to function largely autonomously, setting your own daily priorities and goals while effectively communicating back to leadership. Strong empathy for the customer experience, with a willingness to listen, learn, and amplify diverse perspectives and experiences. A proactive approach to championing and celebrating inclusion and diversity, making space for diverse perspectives and experiences. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Regional Voice of the Customer Lead, you will have access to a wide range of training and development opportunities, including: Professional development programs to enhance your skills and knowledge in e-commerce and customer experience. Opportunities to work on high-impact projects, driving substantive change and improving the customer experience. Collaboration with cross-functional teams, including Insights, Analytics, Customer Care, and Product Management. A culture that values innovation, diversity, and inclusion, with a focus on making a positive impact on the world. Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the values of innovation, diversity, and inclusion, and we are committed to making a positive impact on the world. As a Regional Voice of the Customer Lead, you will be part of a team that is passionate about delivering exceptional customer experiences and driving business growth. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes: Comprehensive health insurance, including medical, dental, and vision coverage. Retirement savings plan, with a company match. Generous paid time off, including vacation days, sick leave, and holidays. Opportunities for professional development and growth, including training and education programs. A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion. Conclusion If you are a customer-centric professional with a passion for e-commerce and a drive to deliver exceptional customer experiences, we encourage you to apply for the Regional Voice of the Customer Lead role at arenaflex. This is a unique opportunity to join a dynamic and innovative company, working with a talented team to drive business growth and make a positive impact on the world. Apply now to take the first step in your journey with arenaflex. Apply for this job