Recruitment Background

The Fast Retailing Group conducts its business with “Management that Responds to Customer Needs and Creates Customers” as the first principle of its management philosophy. To realize this, we base all our transformations and decision-making on customer feedback, and it is the Customer Center that engages directly with this feedback gathered from around the world.Precisely because this is such a critical organization, we have positioned it directly under executive management and operate it entirely in-house. This approach enables employees to hear customer feedback firsthand, relay it promptly to executives and relevant departments, and foster an environment where business decisions are made based on that feedback.
While the foundation for incorporating customer feedback into 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, the center consists of: (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 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 business strategy.

You will fundamentally streamline and enhance current customer support operations—which currently rely heavily on individual expertise—by leveraging cutting-edge technologies such as generative AI. You will then redirect the resources freed up by these efforts toward “activities that turn the Voice of the Customer into business opportunities,” thereby realizing a management approach 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 implementation using every available means—from defining the “ideal state” to identifying challenges and collaborating with the IT department and external partners. Specifically, you will assess the urgency and impact of business initiatives and prioritize actions based on these factors across the following themes:

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 enhancing 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 improvements to 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 (establishment and standardization of country-wide FAQ sites, as well as internal knowledge-sharing and workflows)
(2) Establishing data-driven site operations (standardizing staffing plans and operational management, building KPI dashboards, and unifying 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 have the opportunity to deepen your understanding of the business as a whole 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 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 coordinating with 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-facing 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

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 in accordance with company regulations)
• Bonuses: Semi-annual bonuses twice a year, year-end bonus (eligibility and amount determined based on company performance and personnel 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 schedule or managerial/supervisory position

• Flexible work schedule

Standard daily working hours: 8 hours; Break: 1 hour
Core hours…9:00 a.m. to 2:00 p.m.
Flexible hours…6:00 a.m.–9:00 a.m. and 2:00 p.m.–8:00 p.m. Overtime 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 workdays) Annual paid leave, special 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, 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

• Our company actively recruits 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.
• Within the Fast Retailing Group, you may apply to multiple companies 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 performance, we may suggest opportunities at other companies or for other positions 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
*Depending on business needs, you may be required to travel between offices.