We are growing! We are currently looking to hire an experienced Operations Lead for our office in Japan.

Who we are:

Founded in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients.

At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world’s most iconic premium and luxury brands.

What you will be doing:

This is both an exciting and a key role in this key Luxury market.

You will be working on the Japanese market leading the Operations & Community team.

In this role, you are responsible for the complete, successful, timely, and cost-effective execution of the local fieldwork for all practices of CXG. Our first clients are our evaluators; their onboarding, and engagement are a core focus of your role, as it supports qualitative operations.

We consider our Operations Lead as a bridge between multiple teams in the market and globally.

The role is split into three core functions:

People: Managing and developing the local team (8-10 people across Operations and Quality functions) in your designated Markets, resources allocation and deployment, business planning, business model, etc. Partnership: Evaluator Community Journey as a whole, supporting our transformation from a technical standpoint, but also piloting new segments. You will be the key partner of Executives and departments locally and worldwide, on the Operations topics. Impact: Strategic development through pilots, engagement strategies, compensation strategies, etc. Simplicity: Share your experience, business acumen and technical knowledge to benefit regional or global programs, innovations and more. Quality: Control, reporting and improvement of survey quality, on the whole chain of value (from survey, screening, validation and translation)

KEY RESPONSIBILITIES

1- People

As a manager of a hybrid team, you will be training, managing, coaching and leading your direct reports (full time employees, freelancers, locally or remotely) to grow them sustainably. Engage internal and external resources, in line with the Market’s policies and forecasts. You will be responsible for the employee/Hub journey: recruitment, onboarding, management.

2- Partnership

Proactively and consistently engage the Evaluators over the course of the year, maintaining positive relationships via an array of online and offline actions. Ensure the Evaluator database is verified, qualitative and sufficient to operate successful missions, respecting our rotations guidelines and quality engagements.

3- Impact

In charge of the Market Operations budget, margin and profitability of the Operations. Communicate proactively with the Customer Success teams and leaders in program planning, tracking, and calibration. Support local, regional, or global Strategic development: pilots, market research, etc.

4- Simplicity

Accompany and lead the global / local upgrade of our operating system in 2025. Proactively share initiatives to simplify our day to day, with a short-, mid- or long-term effect.  Report on your core market metrics on a frequent basis, to measure and improve your market metrics.

5- Quality

Monitor the whole chain of value of questionnaires: set checks and balances on your internal process to control survey quality, quality of operations, efficiency within your team, etc. Strictly own the Objectivity metrics, to ensure that our insights quality remains true to reality. Track Evaluator grading and set corrective or rewarding measures to foster high quality of insights. Ensure the quality of the field surveys: timely collection and submission, including follow-ups.