Project & Operation Excellence Lead

Reference code: JR129046

★Bilingual in Japanese and English is needed★

【Your Mission 】

• The Project & Operation Excellence Lead should be highly motivated and experienced in terms of Project and Operation Excellence to join CRC.
• This role will be pivotal in driving system installations and enhancements, working closely with our headquarters to ensure seamless project execution and optimal operational flow.
• On top of that, this role should optimize the existing operational flow with handling administrative tasks at the same time.

• Understand CRC policies and goals, and execute operations appropriately and efficiently with specialized knowledge to improve the Commercial Performance and client experience of the CRC Frontline (THINK, DO).
• Understand Richemont and Cartier guidelines, conduct operations in compliance, and thoroughly inform internal and external stakeholders of these guidelines to promote collaboration among team members (DO).
• Understand your own strengths and weaknesses, and work to improve your skills and abilities. Contribute to the growth of surrounding members through mutual feedback, etc. (BE).

[Scope of Contribution to Business]

• Lead projects, implement frontline operations, promote continuous improvement, and promote change management within the team to contribute to CRC sales and improve customer satisfaction.

[Sales/Organizational Scale]

• Contribute to CRC sales / Contribute to operations by defining frontline operation task lists: Contribute to annual CRC sales, monthly CRC team sales, and customer satisfaction (achievement of Japan Base standards).

[Other Expected Results]

• Respond to incidents impacting CRC, handle customer service issues that the company should address, and adapt to channels and roles in line with technological advancements.

【Strategic Impact 】

• Projects: Facilitate the achievement of team and organizational goals through projects such as system renovations.
• Operation Excellence: Better understand the systems on-site and identify bottlenecks in processes from an "As Is" to "To Be" perspective. Collaborate with HQ to reflect on-site opinions while proceeding with system renovations, smoothly advance Change Management, and contribute to CX improvement and business. Improve Operation Excellence by being sensitive to and incorporating technological changes.
• Collaborate closely with internal and external stakeholders to contribute to sales improvement, efficiency promotion, and quality improvement
• Play both role: an administrative player and the process reformer

【Accountability & output 】

• Contribute to the team's success through timely task completion and efficient operations, and be responsible for serving as the point of contact for team members' daily tasks.
• Lead projects efficiently and effectively within deadlines while collaborating with HQ. Be able to work closely with internal and external stakeholders.
• Create materials necessary for project progress and explain them to stakeholders.
• Contribute to problem-solving and change management within the front team to support CX improvement.
• Design operational flows for CS-related and other administrative tasks for the front team, and ensure smooth operations by guiding the responsible members.
• Flexibly handle ad-hoc tasks and support the team.

【Decision making 】

• Make immediate, tactical decisions regarding task assignments and resource needs.

【Organizational Development】

• Manage team workload, adjust schedules, and execute or facilitate hiring and training processes under the guidance of the manager.
• Promote collaboration and boost team morale. Encourage engagement initiatives and strengthen organizational culture.

【Change Management 】

• Take on a leadership role in implementing and executing change management, such as changes to operational flows, within the team.
• Support the execution of changes within the team, ensure compliance with new processes, serve as a bridge between team members and management, communicate concerns, and minimize team disruption.
• Address employee concerns related to change and support the transition period.

【Leadership responsibility 】

• Support the manager and lead Project Management and Operation Excellence improvement within the team. Focus on guiding the front team, tactical execution of team activities, and daily adjustments.
• Review processes and flows as needed to contribute to business KPIs and propose improvements. Confirm and report on the establishment and compliance of processes.
• Resolve daily issues related to task execution and team coordination. Serve as the first point of escalation for team members facing problems.

【Collaboration & Stakeholder management 】

• Manage related departments and external stakeholder management as needed.

Stakeholder Engagement:

• Serve as the primary point of contact for project-related inquiries, providing stakeholders with up-to-date information and insights.
• Foster strong relationships with both internal and external partners to promote effective collaboration.

Reports and Analysis:

• Create and maintain project documents, including status reports, meeting minutes, and action items.
• Conduct data analysis to assess the impact of implemented changes and provide/share recommendations for continuous improvement.

MINIMUM WORKING EXPERIENCE

• ラグジュアリーブランド業界のクライアント対応業務で3年以上の経験または親和性のある業界でのコールセンター業務改善経験

REQUIRED KNOWLEDGE & BACK GROUND

【Must Haves】

• 優れた分析および問題解決スキル
• ペースの速い環境で共同作業を行う能力
• 高級ブランドへの情熱と、卓越した顧客体験を提供するというコミットメント
• コンプライアンス・セキュリティ ガイドラインに関する知識
• 基本的な販売・会計プロセス、在庫管理、ロジスティックスに関する知識
• 販売管理・在庫管理に使用するシステム、ツールに関する知識
• 競合他社の動向・製品やラグジュアリー業界、リテールに関する知識全般
• カルティエの商品、歴史、ブランド、DNA及びサービスの知識
• カルティエECOMに関する知識
  

REQUIRED SKILLS

【Must Haves】
<Technical Skills>

• 技術スキル：強力な技術的洞察力とデジタル技術の習熟
• 分析スキル：データを分析し、有意義な洞察を引き出すことができる、強力な分析および問題解決スキル
• プロジェクト管理：プロジェクト管理・進行

その他：

• 高級ブランドの原則の強力な理解と、卓越した顧客体験を提供するというコミットメント
• 業務上必要なPC操作・アプリケーション理解
• マルチタスクを遂行するための業務管理スキル、及び、タイムマネジメントスキル
• 正確、且つ、スピーディーに業務を遂行する。
• 業務の上流や下流工程を理解でき、意識した業務を遂行できる。
• 業務上必要なデジタルツールの活用スキル（SAP、Extend等）とエラー時の問題解決スキル

<Human Skills>

• コミュニケーション：英語と日本語の両方での優れた文章および口頭コミュニケーションスキル
• 対人スキル：多様なチームや利害関係者と効果的に協力できる、強力な対人関係および関係構築スキル
• Team memberとしてのフォロワーシップ

<Language Skills>

• 日本語ネイティブ・英語ビジネスレベル（HQとの日々のやり取りや電話会議をファシリテートできる）

【Desirable if possible】

• 部内のチェンジマネジメントを効果効率的因進められる実行力とリーダーシップ
• チーム内のポジティブな影響力