Japan Customer Experience Manager

We are working with a reputable consulting firm, which has over 40 years of experience providing business and management consulting services to companies across the financial services industry. Their team of experts specializes in market insights, risk management, and exposure handling, assisting businesses in achieving their goals with tailored solutions.

We are currently seeking a Japan Customer Experience (CX) Manager on behalf of our client to oversee their Customer Experience and Onboarding functions, utilizing the Swift Trader platform. The successful candidate will manage a dedicated team providing exceptional customer service through live chat, email, and service requests. This role is critical in enhancing both operational efficiency and customer satisfaction within the region.

Key Responsibilities: 

• Team Leadership and Management: Oversee the daily operations of the CX team, ensuring a high standard of customer service. Manage staff scheduling, training, and development to enhance team performance and ensure staff retention. 
• Customer Onboarding: Supervise the customer onboarding process to ensure it is efficient, compliant and user-friendly. Make ongoing improvements to streamline the process and enhance customer satisfaction. 
• Service Delivery: Ensure the team delivers high-quality customer service through various channels such as live chat, email, and service requests. Monitor response times and quality of responses to maintain service standards. 
• Performance Improvement: Continuously assess and improve the efficiency and effectiveness of customer service operations. Implement best practices and innovative solutions for customer engagement and retention. 
• Reporting and Analytics: Generate and review regular reports on team performance, customer feedback and service metrics to identify trends and areas for improvement. Use data-driven insights to guide strategic decisions. 
• Stakeholder Management: Act as the primary point of contact for customer service issues within the region. Coordinate with other departments to resolve issues swiftly and maintain customer trust. 
• Compliance and Quality Assurance: Ensure all customer interactions comply with company policies and legal regulations. Uphold high standards of data privacy and security in all operations. 

Required Skills and Qualifications: 

• Minimum of 3 years of experience in customer service management, preferably in FX & CFD or Crypto financial services. 
• Strong leadership skills with the ability to manage and motivate a team. 
• Excellent communication and interpersonal skills, with fluency in Japanese (not mandatory) and English. 
• Proficiency in customer service software and CRM systems. 
• Ability to analyze data and provide insights for process improvement. 
• High attention to detail and a commitment to providing high standards of customer service.