About the role
Job Purpose:
As the Ecom Operation Specialist, you will own and continuously improve the end-to-end post-purchase customer journey for Arc'teryx Japan's ecommerce business — from seamless fulfilment operations to meaningful customer insights — ensuring every interaction after purchase deepens customer loyalty and reflects the values of the brand.
Key responsibilities and accountabilities:
- You manage order check, error handling, and escalation responses, including Guest Service inquiry escalations and SAP linkage confirmation.
- You oversee fraud prevention operations and payment exception handling (chargebacks and miscalculations), balancing customer experience with business risk.
- You act as the primary coordinator between supply chain teams, delivery carriers, and external partners to ensure accurate and timely order delivery.
- You manage promotional operations, including coupon code issuance and management, to support post-purchase recovery and loyalty.
- You manage customer review collection, moderation, and reporting, develop negative review response flows in coordination with the Guest Service team, and translate review data into product and service improvement feedback.
- You design, distribute, aggregate, and report NPS surveys, and conduct driver analysis to surface key promoter and detractor insights.
- You lead VOC initiatives, aggregating customer feedback across channels and converting insights into cross-functional improvement proposals.
- You partner with the CRM team to provide post-purchase customer insights and leverage marketing automation tools for post-purchase touchpoints (shipping notifications, review requests, NPS delivery), optimizing and analyzing these journeys to elevate the overall post-purchase experience.
- You monitor and report fulfilment and customer experience KPIs to the Ecommerce Manager, translating data into actionable improvement proposals.
- You partner cross-functionally with Guest Service, Supply Chain, Warehouse, IT, Accounting, and CRM teams to ensure seamless operations and a consistent post-purchase experience.
