Head of Japan Integrated Customer Experience (ICX)

ABOUT US

Adobes Integrated Customer Experience (ICX) organization unites frontline Sales
and Support as the primary point of engagement for customers across theCreativity and Productivityportfolio -- Creative Cloud Document Cloud and Acrobat Adobe ExpressAdobe Stock and Adobe Firefly. As Head of Japan ICX you will lead a blendedorganizationincluding direct people-managersand a vendor/partner workforcespanning inbound and outboundsales customer success account management (CSAM) and support.You will carryfull accountability for gross and net-new Annual Recurring Revenue (ARR) in oneof Adobes most strategically important markets.

This role combines commercial ownership with operational rigor and people
leadership through managers. You will define how Adobe acquires retains and
grows customers in Japan - particularly across the high-volume SMB segment;
partner deeply with the Digital Sales organization to operate as one connected
motion; and champion Digital Human Collaboration as a core pillar of the SMB
strategy orchestrating digital-led and human-led engagement to serve customers
at scale and with quality. You will embed AI-assisted data-driven ways of
working across the customer lifecycle while aligning local execution with global
central operations and the broader JAPAC strategy.

WHAT YOU WILL DO

Strategic leadership & vision

• Seta clear visionand directionfor the organization translatingAdobes globalCreativity and Productivitystrategy into a coherent locally relevantgrowth plan.
• Lead with emotional intelligence to build an inclusive high-trust culturewhere the team is both challenged and supported to perform at its best.
• Champion Adobes values and model the standards expected of a senior leader in the Japan market.

Revenue & commercial performance

• Own gross and net-new ARR targets for Japan ICX mobilizing both employee and vendor resources to consistently meet and exceed plan.
• Drive disciplined pipeline management forecasting and end-to-end funneloptimization -- from lead qualification through conversion and retention.
• Use ARR Customer Transaction Average (CTA) retention and conversionmetrics to maximize value from every customer interaction.

Digital Sales partnership

• Partner deeply and continuously with the Digital Sales organization aligningcoverage models pipeline lead routing and customer journeys so that ICXand Digital Salesoperateas one connected motion rather than separate teams.
• Co-own joint sales plays segmentation and handoffs with Digital Sales sothat demand -- however it is generated -- converts efficiently through theright human or digital touch.
• Establishshared goals governance and operating rhythms (e.g. jointforecasting and QBRs) with Digital Sales leadership to ensure a seamlesscustomer experience across the funnel.

Digital Human Collaboration (SMB strategy)

• Champion Digital Human Collaboration as a core pillar of the Japan SMBstrategy -- orchestrating the blend of digital-led engagement (self-serveautomated journeys AI-assisted and agentic experiences and Marketplace)with human-led engagement (sellers CSAMs and support) to serve SMBcustomers at scale and with quality.
• Define when and how customers move between digital and human touch points across the lifecycleoptimizing forboth customer experience andcost-to-serve.
• Partner with Digital Sales Marketing and operations to design andcontinuously refine the SMB coverage model using data todeterminethe rightlevel of human intervention for each segment product and lifecycle stage.
• Lead the team and vendor workforce in adopting AI-assisted tools so thathuman effort is concentrated on the highest-value highest-empathy moments.

Customer success & lifecycle management

• Build and scale customer success management practices that increase adoptionreduce churn and grow lifetime value through upsell and cross-sell.
• Ensure the team accuratelyidentifiescustomer needs and connects them to the right Adobe solutions and outcomes across the lifecycle.

Route-to-market & channel orchestration

• Orchestrate Japans routes to market -- Direct VIP VIP Marketplace andpartner/reseller channels -- ensuring a seamless customer experience andsound commercial economics across each motion.
• Partner with channel and operations teams to manage program changes channeltransitions and migrations with minimal disruption to customers.

Team & vendor leadership

• Lead a blended organizationincluding directpeople-managersand a vendor/partner workforcemobilizing both to exceed ARR and customer-experience goals.
• Develop and coach frontline managers building a strong second line ofleadership and clear succession; lead through managers rather thanindividual contributors.
• Set vendor performance standards governance capacity quality and SLAmanagement and establish QBR rhythms across the outsourced workforce.
• Attract develop andretaintop talent and lead retention and successionplanning for business-critical roles.

Operational excellence & data-driven insight

• Design performance metrics and dashboards that keep the organization focusedon high-value activity with weekly insight into volume conversion and product-level performance.
• Translate data into actionable insight develop proactive plans to close gapsto target or SLA and continuously refine policies processes and operatingstructures for sustainable growth.
• Responsibly adopt AI-assisted selling and customer-engagement tools toimprove productivity and the quality of the customer experience.

Cross-functional & stakeholder alignment

• Collaborate with Digital Sales Marketing Sales Operations Business UnitsFinance Legal and Corporate Retention to strengthen acquisition andretention initiatives.
• Engage senior stakeholders across Japan and globally to align on outcomes remove operational roadblocks andmaintaineffective communication andfeedback loops.
• Partner with global central operations to ensure consistent executiongovernance and reporting.

WHAT YOU NEED TO SUCCEED

• Proventrack recordinsales orinside salesideally in SaaS technology or digital media with8 years includingmanaging managers and leading sizable teams.
• Experience leading a blended workforce of employees and vendor / outsourced (BPO) resources at scale with strong vendor governance and SLA management.
• Deep understanding of customer success management and modern data-driven sales methodologies spanning the full customer lifecycle.
• Strong commercial acumen withdemonstratedownership of ARR and quota at scale.
• Exceptional coaching mentoring and motivational skills with a record ofbuilding and sustaining high-performing teams.
• Proficiencyin data analysis and interpretation to inform strategic decisionsand address complex business challenges.
• Native-level Japanese and business-level English enabling effectiveengagement with local customers and stakeholdersas well as seamless collaboration with global teams.
• Experience operating cross-functionally within a complex matrixed globalorganization.

Preferred

• Experience serving the SMB segment at scale through blended digital and human (Digital Human Collaboration) motions.
• Experience managing multiple routes tomarket including direct andpartner/reseller channels and familiarity with subscription and marketplacecommerce models (e.g. VIP and Marketplace motions).
• A track recordof leading through change -- migrations channel transitionsor program wind-downs.
• Exposure to AI-assisted sales and customer engagement with a considered point of view on responsible adoption.
• Broader experience across JAPAC markets.

HOW YOU WILL LEAD

• Customer obsession -- places the customer at the center of every decision and ties team activity to customer outcomes.
• Outcome ownership -- takes full accountability for commercial results andoperational health with a bias toward action.
• Talent multiplier -- grows leaders and managers raises the bar onperformance and builds a resilient diverse inclusive team.
• Strategic clarity -- simplifies complexity into clear priorities and alignslocal execution with global strategy.
• Integrity & trust -- leads authentically communicates transparently andearns the confidence of customers partners and colleagues.