We are growing! We are currently looking to hire an experienced Operations Lead for our office in Japa
Who we are:
Founded in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients.
At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world’s most iconic premium and luxury brands.
What you will be doing:
This is both an exciting and a key role in this key Luxury market.
You will be working on the Japanese market leading the Operations & Community team.
In this role, you are responsible for the complete, successful, timely, and cost-effective execution of the local fieldwork for all practices of CXG. Our first clients are our evaluators; their onboarding, and engagement are a core focus of your role, as it supports qualitative operations.
We consider our Operations Lead as a bridge between multiple teams in the market and globally.
The role is split into three core functions:
- People: Managing and developing the local team (8-10 people across Operations and Quality functions) in your designated Markets, resources allocation and deployment, business planning, business model, etc.
- Partnership: Evaluator Community Journey as a whole, supporting our transformation from a technical standpoint, but also piloting new segments. You will be the key partner of Executives and departments locally and worldwide, on the Operations topics.
- Impact: Strategic development through pilots, engagement strategies, compensation strategies, etc.
- Simplicity: Share your experience, business acumen and technical knowledge to benefit regional or global programs, innovations and more.
- Quality: Control, reporting and improvement of survey quality, on the whole chain of value (from survey, screening, validation and translation)
KEY RESPONSIBILITIES
1- People
- As a manager of a hybrid team, you will be training, managing, coaching and leading your direct reports (full time employees, freelancers, locally or remotely) to grow them sustainably.
- Engage internal and external resources, in line with the Market’s policies and forecasts.
- You will be responsible for the employee/Hub journey: recruitment, onboarding, management.
2- Partnership
- Proactively and consistently engage the Evaluators over the course of the year, maintaining positive relationships via an array of online and offline actions.
- Ensure the Evaluator database is verified, qualitative and sufficient to operate successful missions, respecting our rotations guidelines and quality engagements.
3- Impact
- In charge of the Market Operations budget, margin and profitability of the Operations.
- Communicate proactively with the Customer Success teams and leaders in program planning, tracking, and calibration.
- Support local, regional, or global Strategic development: pilots, market research, etc.
4- Simplicity
- Accompany and lead the global / local upgrade of our operating system in 2025.
- Proactively share initiatives to simplify our day to day, with a short-, mid- or long-term effect.
- Report on your core market metrics on a frequent basis, to measure and improve your market metrics.
5- Quality
- Monitor the whole chain of value of questionnaires: set checks and balances on your internal process to control survey quality, quality of operations, efficiency within your team, etc.
- Strictly own the Objectivity metrics, to ensure that our insights quality remains true to reality.
- Track Evaluator grading and set corrective or rewarding measures to foster high quality of insights.
- Ensure the quality of the field surveys: timely collection and submission, including follow-ups.
What you will bring along:
You bring to this position Engagement, Leadership and Collaboration that you support by:
- Positive and outgoing personality, leading by example,
- Excellent communication skills as you will be a pilar between the Market and Global teams.
- Organization skills, time management and juggling multiple priorities,
- Business planning experience
- Being resourceful, proactive, and having a problem-solving mindset
- Degree in Administration, Business, Management, or related field
- At least 5 years of proven Management / Operations / Client Service Management experience.
- Microsoft Office skills required; other software knowledge is appreciated!
- Native Japanese
- Excellent command in English as it is a must in our organization.
KEY COMPETENCES
- Initiative spirit
- Interpersonal skills,
- Customer-service orientation
- Rigorous organization and ability to multitask.
- Time management: ability to work under pressure and to manage stress and multiple priorities.
- Team leader, inspiring people to give their best output, leading by example.
- Integrity: compliance and ethics at the core of your values
- Reliability: dependable leader, balancing short term goals with long term investments.
If you have what we are looking for, please make sure to attach your updated Resume with your contact details. Should your profile fit the requirements for the role, we will get in touch with you to get a deeper understanding of your profile, to discuss the role in more detail and potential next steps.
To know more about us, please visit our website: https://www.cxg.com
