Lead Customer Experience

Location: 

Tokyo, 13, JP

Auto req ID: 12481 
Title: Lead Customer Experience 
Job Function: Marketing 
Location: TOKYO  
Additional Location:   
Company: Harley-Davidson Motor Company 
Full or Part-Time: Full Time 

 

At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

 

Our International Markets are focused on creating an inclusive and expanding rider community that appeals to new and existing riders. We strive to deliver an H-D experience with an unequivocal customer focus. 

 

From the UK to Singapore and many places in between, our employees are essential to our success. Our efforts are concentrated on the highest priority markets, primarily North America, Europe and parts of Asia Pacific. We have concentrated our resources in-market for maximum impact in line with our future strategy. Our regional offices and in-market teams have the freedom within a clearly defined framework to make decisions to drive their business. In-market teams are agile and equipped to understand consumer needs, provide focused attention to dealers, and respond more quickly to local market conditions. 

Job Summary

The incumbent is the driving force behind Customer Experience programmes within the region. They lead the organisation in all Customer activities, events, rentals, tours and rider training and other initiatives within the Customer Experience framework. Promoting positive customer and dealer relationships through effective management of programmes within the local market, the individual will constantly seek to improve the experience for both Core and Outreach customer in the region.

Job Responsibilities

  • Plans and executes long term strategies for the development of customer experience programs for core and outreach customers.
  • Develops training programmes and materials for Dealers in connection with customer experience programmes.
  • Negotiates contracts with Dealers, Vendors and Suppliers to meet the requirements of all aspects of customer events and programmes.
  • Develops member benefits, systems and programmes to deliver year on year growth of repeat members.
  • Responsible for all member communication in market including local customer group magazine content.
  • Works with the local marketing team to deliver marketing for related promotions and support for customer experience events.
  • Oversees and supports budget responsibility for customer experience programmes.

Education Requirements

Bachelor's Degree Required

Education Specifications

 N/A

Experience Requirements

Required

  • Typically requires a minimum of 8 years of related experience.
  • CRM analytic skills for precise target segmentation (demographic, psychographic)
  • Holistic customer journey planning skills
  • Excellent presentation and communication skills in dealing with influential individuals.
  • Ability to communicate fluently in English and Japanese.
  • Proficient in Microsoft Excel, Word and Outlook.

Preferred

  • A full motorcycle licence.
  • Experience of working with external agencies.
  • Other in region languages would be an advantage.

 

We offer an inclusive compensation package for all salaried employees including, but not limited to, annual bonus programs, employee discounts on motorcycles & related products, general merchandise, and more. We welcome everybody to join our family and be united no matter who you are or where you come from. Learn more about Harley-Davidson (here).

 

Direct Reports: No 
Travel Required: 10 - 25% 
Visa Sponsorship: This position is eligible for visa sponsorship 
Relocation: This position is not eligible for relocation assistance 


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