JOB TITLE: CX Specialist
REPORT LINE:
CX Manager
KEY RESPONSIBILITIESCX Strategy & Initiative Development
- Identify opportunities for CX improvement: Leverage customer data, market research, trend analysis, etc., to uncover areas for enhancing customer experience.
- Drive CX strategy across multiple brands: Spearhead strategic initiatives to elevate the customer experience across all brands.
- Areas of focus: CDP utilization, LINE official account strategy & operational enhancement, loyalty program upgrades, O+O initiative development, etc.
Pilot Project Implementation & Expansion
- Collaborate with selected brands: Partner with chosen brands to execute pilot projects.
- Measure effectiveness: Conduct quantitative and qualitative analyses to determine project success and derive best practices.
- Facilitate rollout: Create materials and support workshops to share successful cases and facilitate their implementation across other brands.
Brand CX Team Training & Support:
- Enhance team expertise: Provide support in implementing training programs aimed at upskilling Brand CX teams and fostering knowledge sharing.
- Facilitate tool adoption: Offer support during the introduction of new tools and technologies, including operational setup and vendor management.
Cross-functional Collaboration:
- Maintain open communication: Share project plans, progress, challenges, and achievements with relevant departments.
- Foster alignment: Collaborate effectively with Brand CX, OBM, Division E-Flagship Hub, UI/UX, Media, Data, APAC IT, Local IT, Customer Care, and other relevant departments to ensure alignment and drive project success.
Other:
- Research and share the latest technologies and trends related to enhancing customer experience within the company.
- Proven practical experience in CRM/CX within a B2C industry.
- 3+ years of project management experience specifically focused on enhancing customer experience.
- Knowledge and experience with digital marketing tools such as CDP, LINE Official Account, CRM, and Marketing Automation platforms.
- Business-level proficiency in Japanese and English.
Similar Jobs
What We Do
Aesop was established in Melbourne in 1987. Our objective has always been to formulate skin, body and hair care products of the finest quality, as well as fragrance and accessories for the self and home. All Aesop products are vegan. We do not test on animals and only use ingredients with a proven record of safety, efficacy and sustainability. We are on a journey to reduce our footprint on the planet that generously sustains us. So far, our progress has led to Aesop becoming a certified B Corp™. Alongside our commercial activities, we explore and support the arts as an avenue through which to inspire, learn and communicate. We are headquartered across two locations—Melbourne and London—with satellite offices and stores in many parts of the world, including New York, Paris, Tokyo and Hong Kong.
Aesop has carefully cultivated a work environment in which our employees are constantly challenged to do their best. Our company is determinedly creative, intelligent and progressive, and nurtures these qualities by employing people who share our passionate interest in design, innovation, and incisive enquiry across all fields. Just as the ingredients in our products are carefully selected for their unique characteristics, so too are the individuals who work with us around the world – we value working with those who can bring a wealth of life experience and inspired ideas to our table.
