Job Description | Manager, Customer Experience
Location: Tokyo, Japan
Employment Type: Full-time
Company Overview
A global service and technology company operating in the consumer electronics and device services space is experiencing rapid international growth. The organization partners with major retailers, telecom providers, and enterprise clients across multiple regions, delivering customer-focused service solutions through digital and operational excellence. With a strong presence in Asia Pacific and Europe, the company continues to scale its service offerings and customer experience capabilities.
Position Overview
The Manager, Customer Experience is responsible for executing the customer experience strategy defined by senior leadership and overseeing daily CX and customer operations across digital and support channels. This role ensures consistent service quality, monitors performance metrics, manages escalations, and drives continuous improvement initiatives.
The position covers both experience design and operational execution, ensuring that customer journeys, service processes, and internal workflows are aligned to deliver a seamless, reliable, and high-quality customer experience. The role also plays a key part in preparing the organization for new service launches.
Key Responsibilities
CX Strategy & Experience Design
Analyze customer needs, behaviors, feedback, and market trends to refine customer experience strategies
Redesign and optimize critical customer touchpoints, including onboarding, claims processes, fraud prevention, and rapid-response workflows
Digital Customer Journey
Design and improve digital-first customer journeys across web, email, and application platforms
Ensure customer interactions are intuitive, consistent, and aligned with both customer expectations and business requirements
KPI Management & Performance Improvement
Lead initiatives to improve key CX metrics such as customer satisfaction, net promoter score, resolution rates, and digital adoption
Develop frameworks to measure, track, and continuously enhance customer experience performance
Cross-Functional Collaboration
Drive CX-related transformation projects across multiple departments, including operations, supply chain, IT, and business development
Identify structural or process-related issues impacting customer experience and lead resolution efforts
Client & Partner Engagement
Build and strengthen strategic relationships with enterprise clients
Represent the customer experience function in client reviews, workshops, and partnership discussions
Culture & Capability Building
Promote a customer-centric mindset across teams and functions
Encourage data-driven decision-making and strategic thinking related to customer experience improvement
Skills & Qualifications
Strong strategic, analytical, and problem-solving capabilities
Proven expertise in customer journey design and digital experience optimization
Excellent communication and stakeholder management skills
Ability to lead cross-functional initiatives and influence without direct authority
Deep understanding of CX metrics, insight generation, and process optimization
Native-level Japanese required; business-level English preferred
Benefits
Opportunities for growth within a rapidly expanding global organization
Monthly allowances for communication, wellness, and professional development
Flexible working arrangements with an inclusive hybrid work model