■Recruitment Background
The Fast Retailing Group operates under the management philosophy of “Meeting Customer Needs and Creating 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 responsible for addressing this feedback, which is gathered from customers around 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 employees to hear customer feedback firsthand, convey it promptly to executives and relevant departments, and foster an environment where management decisions are made based on customer feedback.
While the foundation for incorporating customer feedback into management is taking shape, we are seeking someone who can leverage 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 listen to their concerns and needs; (2) a transformation promotion team that comprehensively identifies challenges and opportunities based on call center conversations, e-commerce product reviews, in-store feedback, and social media comments, and incorporates these insights into company-wide decision-making;(3) a CS Infrastructure Team responsible for building the systems and foundations that enable these two roles to operate efficiently and continuously. This job opening 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 the current, person-dependent customer support operations by leveraging the latest technologies, such as generative AI. You will then redirect the resources freed up by these efforts toward “activities that transform the Voice of the Customer into business opportunities,” thereby realizing “management that responds to customer needs and creates new customers.”

The scope of this initiative extends broadly to global customer centers, and you will guide the project toward realization using every available means—from defining the “ideal state” to identifying challenges and collaborating with the IT department and external partners. Specifically, you will prioritize and address the following themes while assessing the urgency and impact on the business.

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, customer satisfaction 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) Promoting Proof of Concept (PoC) for the latest tools aimed at improving the customer experience and leveraging data

B. “Enhancing Customer Service” Using Generative AI (Technology Utilization)
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) Enhancing chatbots using generative AI (multilingual support, automated response generation, etc.)
(2) Fundamental improvement of the omnichannel support infrastructure (including phone, chat, and email; enhanced 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 a common FAQ site for all countries, as well as internal knowledge-sharing and workflow systems)
(2) Establishing data-driven site operations (standardizing staffing plans and operational management, building KPI dashboards, and standardizing analysis procedures)
(3) The ultimate challenge: “Full automation”
*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 deepen your understanding of the business as a whole and have the opportunity to 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 to take on challenges overseas.

■ Required Qualifications (MUST)
・Experience leading business process transformation (BPR) and business process design projects at consulting firms, system integrators, or operating companies
・Experience driving projects while engaging multiple departments and external partners and balancing conflicting 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 your language proficiency does not currently meet the 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 defining system requirements and implementing solutions using 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 a.m. to 2:00 p.m.
Flexible hours…6:00 AM–9:00 AM and 2:00 PM–8:00 PM; overtime work may occur

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

■ Days Off and Leave
Two days off per week (Saturdays and Sundays; national holidays are workdays) Annual paid leave, special leave and bereavement leave, childcare and family 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’ Compensation Insurance, Long-Term Care Insurance)

■Employee Benefits
Employee Stock Ownership Plan, Mutual Aid Association, Partnered 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 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 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 suggest other companies or positions within the Fast Retailing Group.

・Secondhand Smoke Policy: 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
*Depending on business needs, you may be required to travel between offices.