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Ten Group

Lifestyle concierge and bespoke loyalty platform

Bilingual Senior Customer Experience Manager

Customer ExperienceConfirmed live in the last 24 hours
Full-timeJapanNo salary listed

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

Lifestyle concierge and bespoke loyalty platform

Ten Group provides technology-enabled lifestyle and travel concierge services for high-net-worth individuals and affluent segments, including bespoke loyalty programs and personalized communications through a global platform. Its system coordinates a network of concierge staff and partners to deliver seamless experiences around the clock in 26 languages for clients such as wealth managers, private banks, fintechs, and luxury brands. Ten distinguishes itself through global reach, multilingual support, a long history dating back to 1998, and AIM listing, focusing on ultra-wealthy and premium brand partnerships for highly tailored access. 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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