Recruitment Background

The Fast Retailing Group operates under the management philosophy that “we respond to customer needs and create new customers,” which is enshrined as the first principle of our corporate philosophy. To realize this, we base all our transformations and decision-making on customer feedback; the Customer Center is the department that directly engages with this feedback, which comes from all over the world.Precisely because this is such a critical organization, we have positioned it directly under senior management and operate it entirely in-house. This allows our employees to hear customer feedback firsthand, convey it promptly to executives and relevant departments, and fosters an environment where management decisions are made based on customer input.
While the foundation for incorporating customer feedback into management is taking shape, we are seeking individuals who can join us in accelerating the identification of challenges, the development of new products, and service improvements.

Department Overview

• As an organization that embodies our management philosophy, the Customer Center’s mission is to “lead transformation as the representative of customers worldwide to deeply understand them and deliver optimal service.”To achieve this, we have three teams: (1) the Call Center Team, which engages in direct dialogue with customers to understand their concerns and needs; (2) the Transformation Promotion Team, which comprehensively identifies challenges and opportunities based on call center interactions, e-commerce product reviews, in-store feedback, and social media comments, and incorporates these insights into company-wide decision-making; and (3) the CS Infrastructure Team, which is responsible for building the systems and infrastructure necessary for these two roles to operate efficiently and continuously.This opening is for a position on the Transformation Promotion Team (2), specifically within the “Product Development” domain—the core of UNIQLO’s business.
• Since UNIQLO Japan serves as the Global Headquarters (GHQ), we expect you to identify various challenges based on customer feedback gathered from more than 20 countries and regions, and to lead the development and improvement of products and services.

Job Description

• You will engage with each and every piece of feedback received from customers on a daily basis and use a customer-centric approach to inform decision-making in UNIQLO’s product development. Upon joining, you will serve as the lead for one of UNIQLO’s product categories—such as Women’s, Men’s, or Kids—and take end-to-end responsibility for the process, from identifying challenges to implementing improvements.
• In addition to diverse customer touchpoints (inquiries, reviews, behavior, feedback from stores, etc.), you will integrate external information such as market trends and developments to identify not only explicit needs but also latent needs. You will then conduct activities ranging from designing research to conducting interviews to validate these needs. From there, you will identify challenges, facilitate discussions and proposals with relevant internal departments, engage diverse stakeholders, and ultimately ensure that these insights are reflected in executive decision-making.
• You will be responsible for the entire global portfolio.
• In addition to your category responsibilities, you will also lead global cross-functional projects tailored to the challenges at any given time.

Examples of past initiatives
(1) Incorporation into Product Development and Improvement

• By compiling and analyzing customer complaints regarding materials and comfort, we developed the new “Soufflé Yarn” → Based on feedback that the fabric “pricks the skin,” we collaborated with the Product Development Department to make improvements
• Proposed updates to staple products → Led improvements to the specifications of AIRISM innerwear (length, neckline, functionality) and a review of the key selling points for HEATTECH Cashmere

(2) Improving the In-Store Experience

• Based on feedback regarding stress during store visits, we introduced self-checkout registers and improved fitting room specifications
• We identified complaints about the in-store environment as a company-wide issue and conducted air conditioning inspections and repairs at all stores

(3) Improving the e-commerce and digital experience

• Systematically analyzed inconveniences encountered when using e-commerce and led efforts to improve functionality
• Improved the pre-order sales system
• Enhanced display of similar and successor products
• Introduction of a status display that shows order status at a glance
• Implementation of an online-only exchange request feature, etc.

Career Path

• By listening directly to “customer feedback,” you will deepen your understanding of UNIQLO’s business itself. Building on the achievements of driving transformation with management’s involvement, you will have the opportunity to take on new challenges, such as transferring to departments more closely involved in the business.
• Furthermore, as UNIQLO expands globally, you will have opportunities to collaborate with overseas offices, engage in global product development, and gather customer feedback—which may lead to the possibility of working at one of our overseas locations.

Required Experience, Skills, and Abilities: All of the following are mandatory

• Experience in formulating hypotheses from a customer perspective regarding challenges and expected outcomes, delving deeper through information gathering and analysis, and engaging others to drive solutions or develop new opportunities
• Experience in balancing the interests of diverse stakeholders and persistently and proactively driving initiatives forward, even when progress did not go as planned
• A professional ethos centered on improving society through one’s work and providing better products and services to people around the world
• The ability to integrate diverse customer touchpoints (inquiries, reviews, behavior, store feedback, etc.) with external information such as market trends and developments, and to construct and verify hypotheses—based on both quantitative and qualitative evidence—that address not only explicit needs but also latent needs and emerging trends

Desirable Experience, Skills, and Abilities

• An interest in the apparel business (understanding what products and services customers want) and the drive to take the initiative and drive projects forward
• Experience leading projects on a global scale
• Experience leading the entire process—from designing and conducting quantitative surveys to analyzing the results and providing feedback—to support management and product development decision-making based on data
• Business-level English proficiency (sufficient for daily conversation, email, and meetings)

Company Name

UNIQLO Co., Ltd.

Employment Type

Full-time Employee (Permanent Position, with a 3-month probationary period)

Annual Salary

• Annual Salary Range: 7.2–13.14 million yen (Monthly Salary: 450,000–730,000 yen)
• Allowances: Commuting allowance; overtime pay provided based on grade
• Bonuses: Semi-annual bonuses twice a year; year-end bonus (eligibility and amount determined based on company performance and performance evaluations)
• Promotions twice a year (determined based on performance evaluations)

*Salary is determined based on our company regulations, taking into account your previous annual income and experience, and is not limited to the figures listed above

Working Hours

Flexible work schedule or managerial/supervisory role

• Flexible Work Schedule: Standard daily working hours of 8 hours, 1-hour break, core hours from 9:00 AM to 2:00 PM, flexible hours from 6:00 AM to 9:00 AM and 2:00 PM to 8:00 PM; overtime work may be required
• Supervisory Position: Generally follows the working hours of the assigned department, but is left to the employee’s discretion

Holidays and Leave

Two days off per week (Saturdays and Sundays; public holidays are workdays), special leave (8 days granted per half-year, separate from paid vacation), paid vacation, and leave for weddings and funerals

Insurance Coverage

Social Insurance (Health Insurance, Employees’ Pension Insurance, Employment Insurance, Workers’ Compensation Insurance, Long-Term Care Insurance)

Employee Benefits

Employee Stock Ownership Plan, Mutual Aid Association, 401(k), Partnered Employee Benefit Programs, Employee Discounts, Cafeteria, Dedicated Shuttle Bus (for commuting to the Ariake Office)

Other

• We are actively hiring mid-career professionals across various Group companies (Fast Retailing, UNIQLO, GU, etc.). We would appreciate it if you could review the information below and consider applying.
• You may apply to multiple companies within the Fast Retailing Group at the same time. Please note, however, that even if the selection process proceeds at multiple companies, you can only advance to the final selection stage for one position at a time.
• Based on your submitted resume and interview performance, we may suggest other companies or positions within the Fast Retailing Group.
• Measures Against Secondhand Smoke: As a general rule, smoking is prohibited on company premises and indoors, and we do not have designated smoking rooms. (Smoking is prohibited during working hours, including break times.)

Ariake Headquarters: 1-6-7 Ariake, Koto-ku, Tokyo, UNIQLO CITY
*Your location may be changed to a location designated by the company, including overseas locations.