**Experienced Regional Voice of the Customer Lead – E-commerce and Digital Shopping Experience**

At arenaflex, we're not just building innovative products – we're revolutionizing entire industries with our diverse team and their ideas. We're committed to creating a culture of inclusion, where everyone feels valued and empowered to contribute. If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you. Join our arenaflex Retail Online Voice of the Customer (VOC) team and play a pivotal role in shaping the digital shopping experience for our customers worldwide. As a Regional Voice of the Customer Lead, you'll be responsible for identifying and prioritizing improvement opportunities, collaborating with cross-functional teams, and driving substantive change. If you're a customer-centric leader with a strong understanding of e-commerce trends and a passion for innovation, we encourage you to apply. **About the Role** In this exciting role, you'll have the opportunity to make a significant impact on the customer experience in Japan. You'll work closely with our Insights, Analytics, Customer Care, and other partner teams to identify key customer experience improvement opportunities and prioritize them based on customer feedback data. You'll also be responsible for understanding e-commerce trends and the associated customer experience in Japan, articulating customer expectations, and enhancing the clarity of our transactional and delivery messaging while preserving arenaflex's brand and tone of voice. **Key Responsibilities** * Identify and prioritize improvement opportunities across Japan by utilizing customer feedback data and partnering with Insights, Analytics, Customer Care, and other teams. * Understand e-commerce trends and the associated customer experience in Japan, articulating customer expectations, services offered in the market, and how they're executed (buy flow, communications, payment options, delivery methods, etc.). * Enhance clarity of communication of our transactional and delivery messaging while preserving arenaflex's brand and tone of voice. * Liaise with Product Management and Operations teams to be a local customer and market expectations expert as we plan for and roll out new site features and projects in Japan. * Present customer engagement insights to senior executives visiting the region, serving as the voice of the customer for Japan and clearly communicating the nuances that matter to the customer experience in Japan. * Connect with the total arenaflex business to ensure adequate coverage of areas where VOC issues are likely to emerge, understanding in-depth the key VOC issues in Japan and developing broad insight into VOC issues across WW. * Work closely with Contact Center and Operations teams to prioritize and address issues at a non-Capital level. * Join the dots, spotting the fixes that net the biggest customer gains, assimilating large volumes of internal and external data, and identifying connections and relationships between disparate sources. **Minimum Qualifications** * Extensive experience in a customer-focused role in e-commerce. * Deep curiosity with the drive to "follow the data" to uncover the root of an issue wherever the path may lead you. * 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 to leverage knowledge to gain holistic understanding of complex situations and create strategic consensus. * 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. * 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 and English to partner with international teams. **Key Qualifications** * Ability to function largely autonomously, setting your own daily priorities and goals while effectively communicating back to leadership exactly why these are the correct focus areas. * Strong empathy for the customer experience. * Makes space to listen, learn, and amplify diverse perspectives and experiences. * Actively seeks out opportunities to champion and celebrate inclusion and diversity. **Work Environment and Company Culture** At arenaflex, we're committed to creating a culture of inclusion, where everyone feels valued and empowered to contribute. We believe in the importance of diversity, equity, and inclusion, and we're dedicated to fostering a workplace that's welcoming and supportive of all employees. Our teams are passionate about delivering exceptional customer experiences, and we're always looking for talented individuals who share our values and passion for innovation. **Career Growth Opportunities and Learning Benefits** arenaflex is committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including mentorship opportunities, leadership development programs, and access to cutting-edge technology and tools. Our employees also have the opportunity to work on high-impact projects, collaborate with cross-functional teams, and contribute to the development of new products and services. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including a base salary, bonus, and stock options. We also offer a range of benefits, including health insurance, retirement savings plans, and paid time off. Our employees also enjoy access to our state-of-the-art facilities, including fitness centers, cafes, and game rooms. **How to Apply** If you're a customer-centric leader with a passion for innovation and a strong understanding of e-commerce trends, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Now! Apply for this job