Counter Operations / Senior Manager

Company

Pie Systems is building a platform to support, build, and expand tourism through a digital approach, starting with the $70B+ tax free shopping industry. Our mission is Empowering local partners, globally. We seek to empower local partners with data, analytics, and marketing to help grow sales and spend by tourists at local establishments including retail shops, restaurants, hotels, etc. The tourist-facing Pie VAT app enables more touch points with tourists as they are abroad, encouraging easy exploration, discovery, and shopping. For store partners, our tax free platform is digital, efficient, and free to use.

Job brief

We are looking for a Senior Counter Operations Manager who is passionate about customer relations and interested in building an optimized operation. We need a strong leader who can train and create various mechanisms to build a team that can provide a stable and excellent service to the growing number of tax-exempt counters and roll out the mechanisms as one of the launch members of the Pai Japan office. This role will also include responsibilities such as experience in serving customers, member management experience (member recruitment, training, motivation control, retention, etc.), calculating optimal staffing levels, proper cost control, and creating and operating a store evaluation methodology.

You will :

• Creation and updating of culture and service standards for PIE VAT counter services

• Lead Counter operation team, planning and executing to maximize counter service experience

• Support expansion of our clients, identify opportunities, drive business outcome, ensure customers are successful

• Guide clients as accompany with proactive plan and actions

• Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status

• Drive Counter operation Success Outcomes

  • Communication, training and management of trainers, area managers and store managers

  • Review and improve the counter audit system

  • Creation and operation of a year-round recruitment plan for counter members

• Manage Counter Customer Success Activities

  • Onboarding, Training, Professional Services, Customer Support, Renewals, Cross-sell / Up-sell, Advocacy

  • Planning, management and launch of new counters

  • Manage and supervise counters

  • Communicate with commercial facility managers

  • Review and support daily counter operations

• Lead Best-in-class Counter Operation Team

  • Train store managers and area managers to ensure that each counter operates properly

  • Create rapid onboarding process for new team members

  • Encourage continuous learning within team

• Identify problems through counter operations and suggest improvements to the engineering team

• Inspire Customer Success Across Company

  • Building the PIE brand through counter operations

  • Drive company-wide definition of ideal customer

• Report to Head of Counter Operations

業務内容 :

• PIE VATカウンターサービスのカルチャー及びサービススタンダードの創出及び更新

• 新規カウンターの計画管理、立ち上げ

• カウンターの管理・指導

• トレーニングプランの作成及び更新

• カウンターオーディットの仕組みの見直し、改善

• トレーナー、エリアマネージャー及びストアマネージャーとのコミュニケーション、トレーニング及び管理

• 商業施設担当者とのコミュニケーション

• 日々のカウンターオペレーション業務の確認、サポート

  • シフトスケジュールの最適化（売上最大化とコストのバランス）

  • 加盟店様サポート（電話、Eメール、オンラインチャット）

  • ツーリストサポート（オンラインチャット、email、電話）

  • 免税払戻オペレーション

  • その他オペレーションに関する業務

• カスタマーサクセスの施策の遂行

  • お客様（加盟店および旅行者）満足度の改善

  • 解約率の削減

  • クロスセル・アップセルによる売上の拡大

  • 製品や機能の利用率やお客様満足度の改善を通じた、加盟店の将来的なライフタイムバリューの向上

  • 積極的な告知活動や紹介施策によるビジネス拡大の推進

• 業務効率を向上させるための、カウンターオペレーションプロセスの改善

• お客様の声を集め、それを社内で共有、お客様の代わりに代弁することで、業界内でもっとも優れたプロダクトやサービスの開発に貢献する

• このポジションはHead of Counter Operations に対してレポートをしていただきます。

You need to have

• At least 3 years working experience in the service industry, including 2 years experience as an area manager is a plus

• Work experience in retail is a plus

• Understand both HQ and Counter challenges/priorities

• Excellent organizational skills

• Ability to work independently and in a team

• Good communication abilities and motivational skills

• Experience in serving international customers

• Experience in planning and implementing actions for member recruitment, training, and retention

• Strong engagement and leadership skills with the ability to communicate well with Area managers, Store managers and counter members

• High teamwork spirit

• Very strong communication and interpersonal skills

• Experience developing product use-cases with customers

• Native Japanese/ Excellent English skills

応募資格

• 接客・サービス業界でのカスタマーサービス経験3年以上（マネーシャーとしてピープルマネジメントの経験歓迎）

• リテール業界での就業経験歓迎

• 組織力、数人単位での組織マネジメント経験

• 自走力があり主体的にアクションが取れる

• 高いコミュニケーションスキルとチームに対しモチベーションを維持できるマネジメント力

• 外国人の方に対するサービス提供経験

• チームメンバーの採用活動やオンボーディングに関わった経験

• リーダーシップを発揮してArea ManaerやStore Managerのマネジメントやエンゲージメント向上に関連した経験

• チームワークの重要性を理解しチーム全体を成功に導いてきた経験

• カスタマーに関連したユースケースを用いてプロダクトの改善に貢献したご経験

• ネイティブレベルの日本語、ビジネスレベルの英語力

Employment Type: Full Time

Work location: Japan