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Manager in CS strategy - Quality management Department / Commerce company

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Rakuten, Inc.
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00010784 Requisition #
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Overview:
We are looking for a candidate who is able to promote strategies and manage a large organization of the Customer Support (CS)  in the Commerce Company which is one of the central key departments holding almost all E-commerce businesses such like Rakuten Ichiba in Rakuten group.
You will have a chance to participate in businesses which highly attract attentions from a society regarding the increased significances of maximizing customer satisfaction and connecting customers' voice to improve business management.

Responsibility:
・draw up and promote Customer Support (CS) strategies
・design unified KPI in CS operations within the company, establish and standardize management structures
・re-build CRM and promote application of IT regarding CS operations
・manage Voice of Customers (VOC), leading promotion of service improvements originated from
VOC, and cooperating with related departments and groups
・manage CS operations throughout multiple departments and/or groups
・manage human resources
Minimum  Qualifications:
・work experience of more than 5 years
・strong leadership and high communication skills
・have vigor and mindset to persevere to the completion
・experienced in Project Management and/or managing a large-scale CS organization

Preferred Qualifications:
・experienced in designing business strategies regarding CS
・practical knowledge and work experience in CRM and other IT regarding CS
・Advanced skills of negotiation and cooperation

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