This role is as Assistant Operations Manager based in Tokyo, Japan, a customer-facing position designed to provide day-to-day care handling by phone call, by e-mail and/or online for any DA related issues raised and queried by Japanese speaking users of DA-Desk customers based in Japan as well as at its branch offices or its subsidiary company out of Japan to achieve/maintain customer’s satisfaction.
It includes to demonstrate online or at customer’s site to help any Japanese speaking users how to operate DA-Desk web application as per customer’s request and/or as a part of new onboarding customer’s implementation program.
The role is also to provide the similar Japanese language support to local shipping agents to whom customer appoints through DA-Desk web application as well as to across the Marcura group services portfolio, including new business development support for Marcura Japan’s superiors.
It also requires to perform such other duties, functions and responsibilities as Marcura Japan may reasonably require from time to time.
- Share the value of DA-Desk as well as other Marcura group services, and deepen its understanding to fulfil customer relationship management
- Own customer satisfaction, retention, and long-term value creation for a portfolio of Japanese accounts
- Ensure customers realise measurable value from Marcura’s solutions and clearly articulate this value in the light of digitalization
- Build and maintain good relationship with customer stakeholders and the service users
- Monitor customer health, identify early churn risks as well as cross-sell and up-sell opportunities across the Marcura portfolio, and report to superiors for execution planning
- Collaborate closely with such Marcura internal teams as Operations, Finance, Support, and Integration
- Represent the voice of the Japanese customer base internally, influencing product direction, service delivery, and commercial strategy
- Provide new business development support for Marcura Japan’s superiors and the group services
- Represent Marcura at customer’s site, industry forums, and market events in Japan
Requirements
- University, college, or professional training school graduate degree or equivalent professional experience.
- Full professional fluency in Japanese and English (spoken and written) is required, with the ability to conduct the requested roles in both languages.
- Significant experience in customer‑facing, commercial, or account execution roles. Assistant manager roles as well.
- Experience in commercial shipping or maritime/logistics services is strongly preferred.
- Soft Skills and Knowledge
- Shipping-oriented professional level communication and presence
- High cultural intelligence and fluency in Japanese business practices
- Customer-centric mindset with strong customer empathy
- Confidence, resilience, and adaptability
- Strong problem solving, negotiation, and change management capabilities
- Hard Skills and Knowledge
- Customer relationship management
- Technology and data literacy, including software-enabled services Market and industry insight
- Performance management
Benefits
- Competitive Salary and Bonus: We reward your expertise and contributions.
- Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
- Marcura Wellness Zone: We value your work-life balance and well-being.
- Global Opportunities: Be part of an ambitious, expanding company with a local touch.
- Diverse, Supportive Work Culture: We’re committed to inclusion, diversity, and a sense of belonging for all team members.
Skills Required
- University or professional training school degree or equivalent experience
- Full professional fluency in Japanese and English
- Significant experience in customer-facing roles
- Experience in commercial shipping or maritime services
What We Do
Marcura is the company behind eight of the leading solutions and brands streamlining processes in the maritime industry. Our solutions include DA-Desk, PortLog, MarTrust, ShipServ, Marcura Compliance and Marcura Claims. For over 20 years, we’ve been developing platforms that have been digitally transforming the industry. We work closely with our global customers and partners to develop solutions to everyday industry challenges, and together raise standards along the way. Founded in 2001 on the principles of independence and transparency, we are headquartered in Dubai. Today, we have over 800 customers, making over $14bn of payments on behalf of customers every year, and employ nearly 1,000 team members across the globe – all committed to supporting the front-line of the maritime industry. United in our vision to support maritime professionals in being the best at what they do, Marcura is pioneering new ways to transform compliance, transparency and efficiency in shipping. Building value through standardisation, data-driven decision making and integration of new technologies, Marcura is driving the era of digitisation across the seas.
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