Counter Operations / Senior Manager

Company

Pie Systems is building a platform to support, build, and expand tourism through a digital approach, starting with the $70B+ tax free shopping industry. Our mission is Empowering local partners, globally. We seek to empower local partners with data, analytics, and marketing to help grow sales and spend by tourists at local establishments including retail shops, restaurants, hotels, etc. The tourist-facing Pie VAT app enables more touch points with tourists as they are abroad, encouraging easy exploration, discovery, and shopping. For store partners, our tax free platform is digital, efficient, and free to use.

Job brief

We are looking for a Senior Counter Operations Manager who is passionate about customer relations and interested in building an optimized operation. We need a strong leader who can train and create various mechanisms to build a team that can provide a stable and excellent service to the growing number of tax-exempt counters and roll out the mechanisms as one of the launch members of the Pai Japan office. This role will also include responsibilities such as experience in serving customers, member management experience (member recruitment, training, motivation control, retention, etc.), calculating optimal staffing levels, proper cost control, and creating and operating a store evaluation methodology.

You will :

• Creation and updating of culture and service standards for PIE VAT counter services

• Lead Counter operation team, planning and executing to maximize counter service experience

• Support expansion of our clients, identify opportunities, drive business outcome, ensure customers are successful

• Guide clients as accompany with proactive plan and actions

• Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status

• Drive Counter operation Success Outcomes

  • Communication, training and management of trainers, area managers and store managers

  • Review and improve the counter audit system

  • Creation and operation of a year-round recruitment plan for counter members

• Manage Counter Customer Success Activities

  • Onboarding, Training, Professional Services, Customer Support, Renewals, Cross-sell / Up-sell, Advocacy

  • Planning, management and launch of new counters

  • Manage and supervise counters

  • Communicate with commercial facility managers

  • Review and support daily counter operations

• Lead Best-in-class Counter Operation Team

  • Train store managers and area managers to ensure that each counter operates properly

  • Create rapid onboarding process for new team members

  • Encourage continuous learning within team

• Identify problems through counter operations and suggest improvements to the engineering team

• Inspire Customer Success Across Company

  • Building the PIE brand through counter operations

  • Drive company-wide definition of ideal customer

• Report to Head of Counter Operations