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

Introduction to blithequark

At blithequark, 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 blithequark and help us leave the world better than we found it.

Join the blithequark Retail Online Voice of the Customer Team

We're looking for a highly skilled and customer-centric individual to join our Retail Online Voice of the Customer (VOC) team. As a Regional Voice of the Customer Lead, you will play a crucial role 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, is able to distill a wide variety of inputs to clearly articulate user journey opportunities, is able to prepare compelling presentations and present to senior leadership, and is adept at collaborating across a highly matrixed organization to drive substantive change.

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 blithequark'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, highlighting the nuances that matter to the customer experience in Japan.
• Connect with the total blithequark 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.
• Identify connections and relationships: Assimilate large volumes of internal and external data, as well as customer inputs, to identify connections and relationships between disparate sources.

Essential Qualifications

• Extensive experience in a customer-focused role in e-commerce.
• Deep curiosity and drive to uncover the root of an issue, following the data wherever it may lead.
• Strong quantitative and problem-solving skills, with the ability to synthesize and distill large amounts of inputs into clear narratives.
• Ability to collaborate cross-functionally and globally, leveraging knowledge to gain a holistic understanding of complex situations and create strategic consensus.
• Exceptional problem-solving skills, with the ability to develop creative solutions and demonstrate resourcefulness while maintaining extreme attention to detail.
• Great written and oral communication skills, with outstanding presentation skills and the ability to effectively mix narrative and data to influence senior executives.
• Effective planning skills, with the ability to handle multiple projects or tasks at the same time while being open to and responding flexibly to change.
• Fluent language proficiency in Japanese to support the Japan market.
• Fluent language proficiency in English to partner with international teams.

Preferred Qualifications

• Ability to function largely autonomously, setting 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.
• Actively seeks out opportunities to champion and celebrate inclusion and diversity.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Regional Voice of the Customer Lead, you'll have access to a wide range of training and development opportunities, including workshops, conferences, and online courses. You'll also have the chance to work with a talented and diverse team of professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

Our work environment is dynamic, collaborative, and fast-paced. We're a company that values innovation, creativity, and diversity, and we're committed to creating a workplace where everyone feels welcome and included. At blithequark, you'll have the opportunity to work on challenging and rewarding projects, and to contribute to the development of industry-leading products and services.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including health insurance, retirement savings, and paid time off. We also provide a range of perks and benefits, including access to the latest technology, flexible working hours, and a comprehensive employee assistance program.

Conclusion

If you're a customer-centric and driven individual who is passionate about delivering exceptional customer experiences, we want to hear from you. Join blithequark as a Regional Voice of the Customer Lead and play a key role in shaping the digital shopping experience for our customers worldwide. Apply now to take the first step in an exciting and rewarding career with a company that's dedicated to making a positive impact on the world.