Associate Customer Service Manager - Travel & Mobility Business(C&M)

Description

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Business Overview
Rakuten Group's mission is "To empower people and society through innovation." Within this mission, Rakuten Travel stands as one of Japan's largest accommodation booking sites, offering diverse and appealing services that cater to a wide range of travel needs. The dynamic business development, leveraging Rakuten Group's strong customer base and technology to bring innovation to the travel industry, is a significant attraction.

Department Overview
The Customer Solutions Office (CSO) consists of three groups that support customers and service providers and drive Net Promoter Score (NPS) for the travel business. Under the philosophy of "Maximize Customer Satisfaction," the mission of the travel business, the CSO embraces "Be the customer," empowering and supporting end-users and service providers who are customers of the Rakuten Travel business every day.

Position:
Why We Hire
At Rakuten Travel, we aim to be a service truly loved and continuously chosen by our customers, and we position NPS (Net Promoter Score) as one of our key management indicators. While each business unit is currently making efforts to improve NPS, a dedicated department is essential for cross-company strategic planning for NPS improvement, promotion of initiatives, and establishing a cycle of effectiveness measurement and improvement. To accelerate service improvements based on customer feedback and maximize customer loyalty, we are establishing a NPS Promotion Group and are looking for members to play a central role in it.

Vision of the Department: Maximizing customer loyalty through service improvements driven by customer feedback.
Current Status of Organization/Business: Phase of promoting and accelerating cross-company NPS initiatives from individual business unit efforts.
Desired Candidate Profile: Individuals with a deep understanding of NPS and the ability to identify issues, plan, and promote initiatives based on data.
Recruitment Comment: We are looking for colleagues to achieve customer success and company growth through NPS.

Impact on Business
- You will play a crucial role in planning and promoting cross-company NPS strategies, directly contributing to business growth.
- Discretion and Challenge: As a small group, you will be involved from scratch in building strategies and mechanisms for NPS improvement, taking on significant challenges with ample discretion.
- Deepening Expertise: You will learn and apply cutting-edge knowledge and methods related to NPS, enhancing your expertise in customer experience management.
- Collaboration with Diverse Stakeholders: You will gain experience in collaborating with various departments, from management to individual business unit staff, engaging the entire company.
- Fostering a Customer-Centric Culture: By promoting service improvements based on customer feedback, you will contribute to fostering a customer-centric culture within the company.
- Data-Driven Decision Making: You will utilize not only NPS data but also various customer data to logically identify issues and plan effective initiatives.

Position Details
Job Summary
As a member of the NPS Group, you will be responsible for a comprehensive range of tasks, from establishing cross-company NPS improvement strategies to planning and promoting specific initiatives, measuring effectiveness, and building a continuous improvement cycle. You will deeply understand customer feedback and extract data-driven insights to contribute to enhancing the customer experience in collaboration with each business unit.

Specific Job Responsibilities
- Develop company-wide NPS strategies and roadmap.
- Design NPS surveys, collect data, analyze, and prepare reports.
- Collect, analyze, and identify issues from Voice of Customer (VoC).
- Collaborate with each business unit, support initiative promotion, and manage progress.
- Measure the effectiveness of initiatives, analyze their impact on NPS, and propose improvements.
- Conduct internal awareness activities regarding NPS and share best practices.
- Research NPS trends of competitors and keep up-to-date with the latest trends in customer experience.

Work Environment
Organizational Structure
- Group size: 4 members
- Age range: 20s to 40s
- New graduate/Mid-career ratio: 3 new graduates, 1 mid-career hires

Career Path Examples of Successful Mid-career Hires
- Promoted to Assistant Manager 1.5 years after joining, then to Manager 1 year later.
- Transferred from the operations group to the planning group 2 years after joining for skill development.

Mandatory Qualifications:
- Experience in quality improvement initiatives
- Experience leveraging AI / applying AI tools
- Experience in data analysis
- Basic knowledge of statistics and machine learning

Desired Qualifications:
- Experience managing small- to mid-sized projects
- Knowledge of SQL and Python
- Development experience with BI tools (Tableau, MicroStrategy, DOMO)
- Executive-level reporting / reporting to senior management
- Consulting experience