■Recruitment Background
The Fast Retailing Group operates under the management philosophy that “meets customer needs and creates 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 engages directly with this feedback, which comes from all over the world.Precisely because this is such a critical organization, we have positioned it directly under management and operate it entirely in-house. This allows our employees to hear customer feedback directly, convey it promptly to executives and relevant departments, and foster an environment where management decisions are made based on that feedback.
While the foundation for reflecting customer feedback in management is taking shape, we are seeking someone who can utilize various technologies to drive the development of a platform that enables more efficient and continuous collection, analysis, and management decision-making.

■ 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: (1) a Call Center Team that engages directly with customers to understand their concerns and needs; (2) a Transformation Promotion Team that comprehensively identifies challenges and opportunities based on call center interactions, e-commerce product reviews, in-store feedback, and social media comments, and reflects these insights into company-wide decision-making;and (3) a CS Infrastructure Team responsible for building the systems and foundations to ensure these two roles are carried out efficiently and continuously. This recruitment is for the (3) team.

■ Job Description
The mission of this position is to lead company-wide business transformation by placing “Voice of the Customer (VOC)” gathered from around the world at the center of product development and management strategy.

You will fundamentally streamline and enhance our current, person-dependent customer support operations by leveraging the latest technologies, such as generative AI. You will then shift the resources freed up by these efforts toward "activities that turn the Voice of the Customer into business," thereby realizing "management that responds to customer needs and creates new customers."

The scope of this initiative extends broadly to global customer centers. We will guide you toward implementation using every available means, from defining the “ideal state” and identifying challenges to collaborating with the IT department and external partners. Specifically, we will address the following themes by prioritizing them based on business urgency and impact.

A. Building a foundation for “VOC Utilization Promotion” that directly links customer feedback to management and business operations (Business Transformation)
Rather than merely collecting data, we will build a system that visualizes customer feedback in real time and directly links it to product improvements and management decision-making.
(1) Collection and integration of VOC from all channels (product reviews, CS surveys for stores, e-commerce, delivery, etc.)
(2) Business process automation to link data to business actions (automation of report generation and data aggregation)
(3) Promotion of Proof of Concept (PoC) for the latest tools aimed at improving the customer experience and leveraging data

B. "Advanced Customer Service" Utilizing Generative AI (Technology Adoption)
We will build a cutting-edge customer support environment that thoroughly eliminates manual tasks, allowing staff to focus on "high-value-added interactions" that only humans can provide.
(1) Advancing chatbots using generative AI (multilingual support, automatic response generation, etc.)
(2) Fundamental improvement of the omnichannel response infrastructure (including phone, chat, and email) (Strengthening integration with cloud contact centers and CRM tools)
(3) Review of the infrastructure and foundations supporting the next-generation customer center environment

C. "Standardization of Business Processes" Across the Global Organization (Operational Transformation)
We will move away from a situation where offices around the world operate independently and redesign business processes to provide high-quality services as a unified global entity.
(1) Global standardization of knowledge management (creation and standardization of country-wide FAQ sites, as well as internal knowledge sharing and workflows)
(2) Establishment of data-driven site operations (standardization of staffing plans and operational management, development of KPI dashboards, and standardization of analysis procedures)
(3) The ultimate challenge: "Full automation"
*Please note that job responsibilities may change depending on department transfers and organizational changes, within the scope of duties related to each department at headquarters.

■ Career Path
・While leading operational transformation at the Customer Center, you will have the opportunity to deepen your understanding of the entire business and take on the challenge of managing a team as a leader.
・There may also be opportunities to lead digital-driven transformations in other areas or take on challenges overseas.

■ Required Qualifications (MUST)
・Experience leading business transformation projects (BPR) and business process design projects at consulting firms, system integrators, or operating companies
・Experience driving projects while coordinating multiple departments and external partners and managing stakeholder interests
・Experience demonstrating team management or equivalent leadership skills

■ Preferred Qualifications (WANT)
・Business English proficiency (TOEIC score of 700 or higher is preferred)
　*Even if you do not currently meet the language proficiency requirements, please feel free to apply if you have a strong commitment to improving your language skills over the next few years.
・Practical or managerial experience in a customer service center or customer support department
・Work experience at a company focused on e-commerce sites or in the apparel industry
・Knowledge of system requirements definition and implementation utilizing contact center platforms (e.g., Salesforce, Amazon Connect) and cutting-edge technologies (e.g., generative AI)

■Company Name: UNIQLO Co., Ltd.
■Employment Type: Full-time Employee
■Annual Salary
・Annual Salary Range: 7.2–14.94 million yen (Monthly Salary: 450,000–840,000 yen)
・Allowances: Commuting allowance, overtime pay, etc. (※All subject to company regulations)
・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 will be determined based on company regulations, taking into account your previous annual income and experience, and is not limited to the figures listed above

■ Working Hours
Flexible work hours or managerial/supervisory position
・Flexible work hours
Standard daily working hours: 8 hours, Break: 1 hour
Core hours: 9:00 AM – 2:00 PM
Flexible hours…6:00 AM–9:00 AM and 2:00 PM–8:00 PM (Overtime work may be required)

・Supervisors
Based on the working hours of the employee’s department; left to the employee’s discretion

■ Holidays and Leave
Two days off per week (Saturdays and Sundays; national holidays are working days) Annual paid leave, special leave (including bereavement leave), childcare and nursing care leave systems, etc.
*In addition to paid leave, special leave is granted in the first and second halves of the fiscal year (the number of days granted varies depending on employment status and the company to which the employee belongs)

■Insurance Coverage
Social insurance (Health Insurance, Employees' Pension Insurance, Employment Insurance, Workers' Accident Compensation Insurance, Long-Term Care Insurance)

■Employee Benefits
Employee stock ownership plan, mutual aid association, partner welfare programs, employee discount program, cafeteria, dedicated shuttle bus (for commuting to the Ariake office), defined contribution pension plan (full-time employees only)

■Other
・We actively recruit mid-career professionals across our 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 simultaneously. However, please note 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 evaluations, we may contact you to discuss other positions or companies within the Fast Retailing Group.

・Measures against secondhand smoke: Smoking is prohibited on the premises and indoors; 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
*Please note that your work location may require travel between offices depending on business needs.