Customer Service Manager

Customer Excellence Tokyo, Japan


This role will be responsible for driving results and productivity of the customer service team through effective management and communication. You will be responsible for a current team of 12 Customer Service Advisors in Japan office. (Japanese Adviser and Korean ones) and will work closely with the Global Director of Customer Service and Head of Customer Services on strategy, KPIs, and escalated issues.

We recently hit the ‘400’ mark and are now partnering with over 400 boutiques across 35 different territories. Since launching in 2008, with just 25 boutiques in 5 countries, we have now grown into a global business with 10 local language sites and managed to build a cohesive community of the world’s best curators of fashion. We also launched Beauty & Kidswear this year and have achieved huge success so far which has in turn increased our following, our presence and allowed us to gain a whole new array of customers. With over 30,000 global customers contacting us per month on average, we have truly grown into a global business and demonstrate our ‘Think Global’ value in everything we do.

Our ideal candidate will have good knowledge of luxury brands and how to respond to the ‘luxury’ customer. We need a strong, inspiring manager who can come in and really elevate our large team and also be the lead for luxury fashion/ brands amongst CS Managers globally.