Experienced E-commerce Customer Experience Leader - Voice of the Customer at blithequark

Transforming the Digital Shopping Experience with blithequark

At blithequark, we're not just about creating innovative products; we're about crafting experiences that revolutionize industries. Our diverse team of thinkers and doers is the driving force behind our groundbreaking technology and environmental initiatives. We're committed to fostering an inclusive culture where everyone has the opportunity to contribute and grow. Join our team as a Regional Voice Customer Lead and play a pivotal role in shaping the online shopping experience for customers worldwide.

About the Role

As the Online Regional Voice of the Customer Lead at blithequark, you'll be responsible for driving customer experience improvements across the Japan region. You'll leverage customer feedback data, e-commerce trends, and market insights to identify opportunities for growth and develop strategies to enhance the digital shopping experience. This is a senior leadership role that requires strong collaboration with cross-functional teams, including Insights, Analytics, Customer Care, Product Management, and Operations.

Key Responsibilities

• Identify and prioritize customer experience improvement opportunities across Japan, utilizing customer feedback data and partnering with key teams.
• Stay up-to-date on e-commerce trends and customer expectations in Japan, articulating the services and experiences that matter most to customers.
• Enhance the clarity and effectiveness of transactional and delivery messaging, preserving blithequark's brand tone and voice.
• Liaise with Product Management and Operations teams to inform the development and rollout of new site features and projects in Japan.
• Present customer engagement insights to senior executives, serving as the voice of the customer for the Japan region.
• Develop a deep understanding of VOC issues across the globe, connecting with the broader blithequark business to ensure comprehensive coverage.
• Collaborate with Contact Center and Operations teams to prioritize and address non-Capital level issues.
• Synthesize large volumes of internal and external data to identify key connections and relationships, driving strategic decision-making.

Essential Qualifications

To succeed in this role, you'll need:

• Extensive experience in a customer-focused e-commerce role, with a deep understanding of online shopper needs.
• A curiosity-driven approach to problem-solving, with the ability to "follow the data" to uncover root causes.
• Strong quantitative and analytical skills, with the ability to distill complex data into clear narratives.
• Exceptional written and oral communication skills, with outstanding presentation skills and the ability to influence senior executives.
• Effective planning skills, with the ability to handle multiple projects and adapt to changing priorities.
• Fluent language proficiency in Japanese and English.

Preferred Qualifications

We're looking for someone who:

• Can function autonomously, setting priorities and goals while communicating effectively with leadership.
• Demonstrates strong empathy for the customer experience, with a passion for driving positive change.
• Champions inclusion and diversity, actively seeking out opportunities to listen, learn, and amplify diverse perspectives.

Career Growth and Learning Benefits

At blithequark, we're committed to helping our team members grow and develop in their careers. As a Regional Voice Customer Lead, you'll have the opportunity to:

• Develop your leadership skills, working closely with senior executives and cross-functional teams.
• Stay up-to-date on the latest e-commerce trends and customer experience best practices.
• Expand your global perspective, working with international teams and developing a deep understanding of VOC issues worldwide.

Work Environment and Company Culture

blithequark is an Equal Opportunity Employer that values inclusion and diversity. We foster a culture of innovation, creativity, and collaboration, where everyone has the opportunity to contribute and grow. Our team members enjoy a dynamic and supportive work environment, with opportunities for professional development and career advancement.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including competitive salary, benefits, and perks. Our benefits include:

• A comprehensive health and wellness program.
• Generous paid time off and holidays.
• Opportunities for professional development and career growth.
• A dynamic and supportive work environment.

Join the blithequark Team

If you're a customer-focused leader with a passion for driving positive change, we want to hear from you. Join our team as a Regional Voice Customer Lead and play a pivotal role in shaping the online shopping experience for customers worldwide. Apply now and become a part of blithequark's mission to leave the world better than we found it.