Customer Experience Manager, Marvelous Designer

Customer Experience Manager, Marvelous Designer

Tokyo

CX / Full Time / On-site

CLO Virtual Fashion specializes in 3D clothing simulation based on its proprietary algorithm, providing comprehensive services from concept planning to design development, production, marketing, fitting, and styling in the fashion industry.

Founded in 2009, CLO Virtual Fashion has built a digital fashion ecosystem based on its unique technology for 3D clothing simulation.

The company offers 3D fashion design software such as CLO, Marvelous Designer, Jinny, and the digital fashion-specific platform CLO-SET, CONNECT, enabling efficient and sustainable workflows in all areas of clothing.

As a global leader in the digital fashion market, CLO Virtual Fashion currently operates 13 offices in 11 countries including Asia, North America, Europe, and South America, and continues to expand its business in collaboration with numerous global clients.

Position Overview

We are looking for a Customer Experience Manager to design and enhance the Marvelous Designer community experience.

You will actively communicate with users in Japan and globally to solve problems and find creative approaches to improve our products and services' user experience.

Our goal is to understand users' needs and opinions about our services and to continue providing enjoyable experiences. To achieve this, we value proactive communication skills.

Responsibilities

• Enhance customer experience (CX) initiatives to connect Marvelous Designer with Japanese users through user events, feedback, and content
• Analyze user trends and movements in social media content, especially videos
• Discover 3D artists from the Japanese local community to provide better customer service and share community-requested feature improvements with relevant departments
• Provide learning content to promote user learning while understanding user needs and sharing insights with the team
• Respond to customer inquiries from official support channels (Zendesk) or local channels while collaborating with internal departments to provide appropriate support and manage KPIs with team members
• Analyze user experience data (surveys, other metrics)
• Collaborate with CX, UX, Business Development, and Brand Communication teams to achieve goals
• Plan and implement retention strategies to enhance customer engagement
• Post newsletters on social media platforms
• Analyze user behavior and plan retention strategies to increase user satisfaction
• Build partnerships with other companies to create valuable experiences for users
• Plan and implement improvement strategies tailored to regional characteristics and user needs

Requirements

• More than 2 years of experience in the software or game/media entertainment industry
• Deep understanding of customer support standards and processes, including data analysis-based problem-solving
• Adaptability and excellent communication skills to respond to rapidly changing environments
• Excellent organizational skills with a strong problem-solving ability
• A forward-looking attitude with a passion for long-term goals
• Business-level English proficiency

Plus if you have

• An open mind to learning new tools and technologies (Zendesk, Jira, etc.)
• Experience or knowledge of global services or web platforms
• Knowledge of X (experience operating an active account)
• High interest in games, anime, VR chat, and VTuber
• Experience in community management and event planning within the community

To apply

Submit your resume and cover letter in English.

Please note that

Qualified candidates may be asked to participate in a preliminary phone interview.

Interviews will be conducted in both Japanese and English.

Interviews will be conducted online and in person at the Tokyo office.

This position is based at the Tokyo office, and foreign nationals must have the right to work in Tokyo, Japan.