Customer Strategy & Analysis Group Manager
Location: Tokyo, Japan
Employment Type: Full-time
Department: Link Administration (Communications App / Mobile Services)
About the Organization
This role sits within a highly diverse and technology‑driven product division responsible for a multifunctional communications and ecosystem application for mobile users. With members from over 10 different countries, the environment emphasizes diversity, innovation, and open communication.
The product offers a wide range of features including:
Calls & messaging
Contacts & voicemail
Official accounts & news
Cash transfers
Loyalty point services
Desktop version for cross-device communication
The team’s mission is to drive monetization, ecosystem expansion, and operational efficiency, while ensuring product quality and reliability to deliver an exceptional customer experience.
Why We Are Hiring
Due to expanding responsibilities and the increasing scope of customer-related initiatives, an additional Group Manager is required to lead two teams:
VOC (Voice of Customer) Analysis Team
Customer Education & Content Team
Position Summary
The Customer Strategy & Analysis Group Manager oversees customer satisfaction insights, VOC evaluation, and customer education content for a large-scale communication platform.
You will evaluate product satisfaction based on usage analytics and VOC trends, ensure user understanding of product specifications, and initiate strategic improvement projects. This role also requires strong PMO capabilities to drive cross-functional initiatives and ensure improvements are implemented successfully.
The position requires robust stakeholder management, clear communication, and professional reporting in both Japanese and English.
Key Responsibilities
Team Leadership
Manage two teams: VOC analysis and customer education content development
Oversee FAQ and help-content creation for mobile and web services
Ensure alignment between user needs, product specifications, and content clarity
Customer Insights & VOC
Analyze customer feedback and usage data
Identify trends related to satisfaction, feature adoption, or pain points
Translate insights into actionable recommendations
Project & Stakeholder Management
Initiate product/feature improvement projects based on analysis
Act as PMO to ensure improvements are planned, executed, and delivered
Collaborate with product, engineering, QA, and business teams
Provide regular status updates and reporting in English and Japanese
Operational Responsibilities
Ensure customer education materials and support documentation remain accurate and up-to-date
Partner with QA/testing teams regarding customer-impact issues
Maintain communication channels across global and local stakeholders
Work Environment
A large, multicultural department of 100+ members
Daily communication is primarily in English
The immediate team has more native Japanese speakers due to task requirements
Fast-moving, dynamic environment with cross-functional collaboration
Minimum Qualifications
Experience managing internal stakeholders in a PMO or project leadership role, using both Japanese and English
5+ years of professional experience in one or more of the preferred areas below
Preferred Qualifications
Experience creating customer education content (FAQs, in‑app guides, web help pages)
Experience in VOC analysis
Background in QA/testing for mobile applications
Understanding of mobile application development processes
Ability to manage cross-functional initiatives in a complex organization
Language Requirements
English: Advanced
Japanese: Native level