|部署・役職名||[Head of CX Strategy] 外資系企業|世界各国のスポーツを中継配信。独自コンテンツも多数制作。|
We touched down in Japan in 2016. We’ve been growing rapidly ever since.
We are on a mission to change sports forever, by putting the consumer first － providing more sport, no long contract and great value. In doing so we want to become an indispensable part of a sports fan’s life. As the Head of CX Strategy, you will be the champion for customer experience in Japan. You will be responsible for shaping; rallying and aligning teams around coherent strategy for improving the customer experience to enhance our value proposition for our customers.
HERE'S A LITTLE MORE ABOUT US…
At us, we bring ambition to life. We are innovators, game－changers and pioneers. So if you want to push boundaries and make an impact, We are the place to be.
As part of our team you'll have the opportunity to make your mark and the power to make change happen. We're doing things no－one has done before, giving fans and customers access to sport anytime, anywhere. We're using world－class technology to transform sports and revolutionise the industry and we're not going to stop.
If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to enjoy life at us.
We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations and gender identities. If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
We look forward to hearing from you.
Location: Tokyo, Japan
【必須（MUST）】HERE’S A BREAKDOWN OF WHAT YOU’LL DO （NOT ALL OF IT, JUST THE MOST IMPORTANT STUFF）
Defining ＆ communicating clear vision of the customer experience strategy ＆ value proposition for customers’ in Japan
Staying informed of the many sources of customer insight that we have across data; research and performance and drawing out the most vital learnings for the Japanese market
Using this insight to inform customer experience strategy for market and embedding this insight in actionable ways across teams
Working across functions both in market and global teams to gain a clear view of the different improvements to the experience for the market. These will be teams working across our end to end customer experience – brand positioning; product experience; content experience; subscription management; customer services and operations
Defining a high impact plan for our customer experience improvements － bringing number of individual elements together into a single coherent plan
Driving alignment and joined up planning （including test and learn approach） across key market teams – product, content ＆ social; subscription （CRM）
Ensuring that across teams Customer benefits and outcomes are front and centre of decision making and planning. And promoting the use of experimentation to determine impact of changes
Working with the strategy and revenue management teams to ensure that the changes to customer experience in market are communicated with the right context and with a clear impact on our North Star
Point person for embedding customer initiatives across for the market
DO YOU HAVE THESE ESSENTIALS?
Ability to clearly articulate a vision and strategy and gain stakeholder buy－in
Fluency in both English and Japanese
Superb stakeholder management and influencing skillset
Blend of experience across strategy; proposition development; insights and planning
Strong understanding of the linkage between customer experience initiatives and business impact
Experience in explaining of articulating the hypothesis and results of actions into the performance of the business
Ability to communicate with impact － effectively exchange information, news, ideas and meaning in a business environment.
Solid basis of data and analytical skills in order to appreciate linkage of customer strategy / plan into data models
Creativity ＆ Innovation; Ability to generate and translate an idea into a product or service that creates value for business.
An understanding of the OTT marketplace
Experience managing a team of stakeholders to deliver their projects in line with requirements and timelines
【歓迎（WANT）】NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE
Quick ＆ willing to learn and pick up new technologies.
Learn and Grow; On－going drive for learning and ability to apply new knowledge and skills
Planning ＆ Organising; Ability to set priorities, goals and time tables to achieve maximum impact
Strong knowledge of MS Word, Outlook, PowerPoint and Excel for reporting, sharing documents ＆ building presentations on an ad－hoc basis.