Bilingual Senior Customer Experience Manager
No salary listed
Senior
Japan
HybridAfter a six-month probationary period, work from home is possible about 2–3 days per week.
Customer Experience & SupportCustomer Experience
About the job
Requirements
- Communicate smoothly with internal and external stakeholders in English and business-level Japanese.
- Understand customer needs, behavior, and expectations and approach work from the customer’s perspective.
- Analyze data and customer feedback, identify issues, and propose improvements.
- Take initiative to solve problems to improve customer satisfaction and service quality.
- Collaborate with multiple departments and stakeholders to drive projects.
- Understand customers’ emotions and concerns and respond empathetically.
- Adapt flexibly to changes in customer needs and business priorities.
- Have knowledge of customer satisfaction and loyalty metrics such as CSAT, NPS, CES, and CLV, or a willingness to learn them.
- Actively use new technologies and digital tools.
Responsibilities
- Analyze the end-to-end customer journey and identify issues and opportunities for improvement.
- Improve the customer experience across the full lifecycle, from onboarding and continued use through issue resolution and customer loyalty.
- Review service journeys across all inquiry channels and improve convenience and consistency.
- Conduct research and analysis to understand customer needs, behavior, expectations, and pain points.
- Identify improvement opportunities through mystery shopping, competitor analysis, and market trend research.
- Collect and analyze customer feedback and service data to support data-driven decisions.
- Measure customer experience using CSAT, NPS, CES, CLV, and other relevant metrics.
- Set and monitor key customer experience KPIs, and report analysis results and improvement proposals.
- Organize customer issues and existing improvement requests, analyze root causes, and prioritize them.
- Develop CX improvement roadmaps and execution plans, and manage initiative progress and outcomes.
- Coordinate improvement initiatives with the global CX team, regional managers, operations, product, and other stakeholders.
- Align improvement work with related projects such as product development, service planning, customer communications, and training.
- Track dependencies and required resources across projects and support effective execution.
- Use feedback from Quality Analyst assessments and calibrations to develop and execute monthly improvement plans and milestones.
- Establish processes for collecting and analyzing customer opinions and concerns and use the findings to drive improvements.
- Collect feedback from Lifestyle Managers to understand frontline issues and improvement needs.
- Provide education and training to Lifestyle Managers on delivering excellent customer service.
- Drive prompt and effective resolution of escalated customer issues and complaints.
- Work toward continuous improvement in customer satisfaction, customer loyalty, and service quality.
- Collaborate with the global CX team and regional stakeholders and share best practices.
- Promote a customer-focused culture throughout the organization.
- Monitor CX industry trends, current methods, and technologies, and incorporate them into improvement initiatives.
- Develop new ideas and approaches to improve future customer experiences.
- Take projects through planning, execution, and evaluation of results.
Desired Qualifications
- Relevant experience in customer experience (CX), customer satisfaction improvement, customer support, customer success, service operations, or quality assurance (QA).
- Experience working for a company that prioritizes customer-centric service; six or more years of experience is preferred.
- Experience collaborating with stakeholders across departments and roles to drive operational improvement or organizational change.
- Experience analyzing customer data, managing KPIs, and preparing reports.
- Practical experience with Microsoft Excel and PowerPoint.
- Knowledge of or practical experience with process improvement methods such as Lean Six Sigma.
- Experience using AI tools or digital solutions.
About the company
Ten Group delivers technology-enabled lifestyle and travel concierge services for high-net-worth individuals, offering bespoke loyalty programs, tailored benefits, experiences, and personalized communications through a global platform with 24/7 service in 26 languages. Its platform coordinates a network of concierge staff and partners to arrange seamless experiences for clients’ customers or employees; wealth managers, private banks, fintechs and luxury brands use Ten to provide premium access and targeted communications. Ten differentiates itself with a focus on ultra-wealthy clients and premium brand partnerships, backed by global reach, multilingual support, continuous availability, and a long-standing track record since 1998, plus AIM-listing on the London Stock Exchange. Its goal is to help clients build brand value and nurture loyalty by delivering high-quality, personalized lifestyle and travel experiences at scale.
Company Size
1,001-5,000
Company Stage
IPO
Headquarters
London, United Kingdom
Founded
1998
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Simplify's Take
What believers are saying
- H1 2026 net revenue rose 6% to £33.7 million.
- H1 2026 adjusted EBITDA rose 16% to about £7.0 million.
- Active members jumped 23% to 436,000, driven by digital engagement.
What critics are saying
- HSBC and Emirates NBD concentration makes renewals in 2027 existential.
- Carolyn Jameson stepped down in April 2026, signaling ongoing board instability.
- £5.9 million raised in October 2024 shows persistent dependence on external capital.
What makes Ten Group unique
- September 2026 HSBC UK Premier launch embeds Ten in HSBC’s mobile app.
- Ten Technologies powers white-label loyalty for banks, luxury travel, and premium brands.
- AEG Presents and Global Travel Collection extend Ten’s event and travel distribution.
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Benefits
- Remote Work Options
- Hybrid Work Options
- Flexible Work Hours
- Paid Vacation
- Sabbatical Leave
- Home Office Stipend
- Remote Working Holidays
- Employee Discounts
- Professional Development Budget