Customer Experience Manager, APAC

Tokyo - Japan

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

About 3E:

We are a mission-driven company dedicated to creating a safer and more sustainable world!

3E provides award-winning regulatory expertise and cutting-edge technology that seamlessly integrates data and intelligence regarding chemicals regulations products and supply chains for over 5000 customers globally.

With more than 35 years of experience and 15 locations across North America Europe and Asia we are connecting our customers to a new class of expert-led AI solutions specifically designed to accelerate future product compliance with trust speed and domain authority.

Are you ready to help shape the futureComejoin us!

About the Role:

The Customer Experience (CX) Manager APAC leads customer experience operations in Japan ensuring high-quality consistent and scalable CX delivery aligned with 3Es customer-focused strategy. Reporting to the Director of Support with a dotted line to the local country manager this role will be accountable for stabilizing and scaling the local CX operations in Japan.

In this role you will partner closely with onboarding sales and product teams to deliver a seamless end-to-end customer experience and achieve NPS targets.

You are a player-coach people leader who enjoys building high-performing teams and making processes work better both for our customers and internal teams. You will focus on managing performance coaching the team to elevate the customer experience overseeing escalations and ensuring your team delivers high-quality results.

If you are someone who thrives in a fast-paced globally matrixed environment and brings a practical solution-oriented mindset to leadership we invite you to apply.

What Youll Do:

Team Leadership & Management:
Lead and develop our Japan-based support and onboarding/implementation team coaching experienced specialists strengthening capability and creating a clear operating rhythm
Set measurable goals and expectations and use data to track progress across customer outcomes delivery quality and team performance
Build a team culture that is accountable collaborative and customer-first while reinforcing a strong connection with global CX teams and 3E ways of working
Ensure the team stays current on product features and best practices translating knowledge into consistent high-quality execution
Support hiring and team growth including interview participation and candidate evaluation

Onboarding & Implementation Oversight:

Partner with other CX leaders and cross-functional stakeholders (Product Commercial Marketing) to deliver onboarding and implementation that aligns with 3E standards and customer expectations
Continuously refine onboarding and implementation workflows so customers reach value quickly and handovers are smooth
Oversee implementation and delivery against milestones and timelines ensuring clear communication and proactive risk management

Customer Support Oversight:

Lead the day-to-day customer support operation in Japan delivering timely accurate and empathetic responses in a high-touch support model
Monitor key indicators (response time resolution time CSAT) and translate insights into practical improvements to raise consistency and quality
Own customer communication through escalation and resolution coordinating resolutions effectively with engineering via Jira-linked workflows
Identify recurring issues and drive root-cause actions to reduce repeat incidents and improve customer confidence

Customer Experience Strategy & Team Culture:

Act as a key connector between Japan and global CX aligning local execution to an established global framework and adapting where needed to reflect local customer realities
Work closely with the commercial team strengthening day-to-day collaboration for customer retention and expansion
Use customer feedback and operational data to spot trends and influence priorities improving retention satisfaction and long-term customer outcomes
Drive ongoing improvements in playbooks processes and tooling to increase team efficiency and scalability as the Japan business grows

What Makes You a Great Fit

Native-level Japanese and business-level English proficiency (written and verbal) with the ability to communicate effectively in meetings and presentations for a global environment
Demonstrated experience supporting customers in the Japan market ideally within B2B and/or Software as a Service (SaaS) environments
At least two (2) years of people management experience in enhancing team performance and skill development
Expertise in IT or technical project management methodologies (Scrum Agile or equivalent) including stakeholder alignment and milestone-based delivery
At least 4 years of experience across the customer experience lifecycle with responsibility for service quality and outcomes
Experience using customer support and delivery tools such as Jira Zendesk (or equivalent) and project collaboration platforms (e.g. Asana Smartsheet)
Ability to explain technical or complex issues clearly and professionally to customers and internal stakeholders
Comfort operating in a dynamic environment with the ability to improve processes while maintaining high service standards
Strong analytical and structured problem-solving skills; ability to interpret operational/customer data and translate insights into practical improvements
Ability and willingness to work onsite three days a week from our Tokyo office

Preferred/ Nice to have:

Experience supporting customers beyond Japan across APAC
Background in SaaS / B2B and/or regulatory compliance or information services products
Experience scaling CX teams/operations in a growth environment
Prior IT background or an understanding of software development cycles and agile practices
Experience with SSO/IDP integrations (Okta Azure Ping) MFA SQL databases; troubleshooting APIs / web service architectures
Knowledge or experience with SAP (SAP integration SAP ABAP or related technologies)
Domain knowledge in chemical workplace safety product safety/stewardship or sustainable supply chain management

What is in it for you

Impactful Work:Every day youll contribute to initiatives that protect people safeguard products and help businesses thrive for an industry-leading organization.
Collaborative Culture:Work alongside a team of dedicated professionals passionate about delivering excellence and innovation.
Career Growth:We will set you up for success with a hands-on training program to equip you with the skills youll need to accomplish results. Enjoy opportunities for professional development in an environment that celebrates creativity flexibility and results.
Building a Business:You will get to experience a sense of building a business in the APAC region in a fast-paced dynamic environment as we look to further accelerate our growth in this region over the coming years.

Disclosures:

3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race nationality gender gender identity sexual orientation protected veteran status age disability or any other legally protected status. For applicants who would like to request accommodation please send an email to emailprotected

Visit us at us at and Candidate Privacy Notice

Agencies:3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please no phone calls or emails. All resumes submitted by search firms to any employee at3Evia email the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event the candidate is hired by 3E because ofthe referral or through other means.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Manager

About 3E:We are a mission-driven company dedicated to creating a safer and more sustainable world!3E provides award-winning regulatory expertise and cutting-edge technology that seamlessly integrates data and intelligence regarding chemicals regulations products and supply chains for over 5000 custo...