Ecom Operation Specialist - Japan

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.