What you will do

You will lead our ShopperTrak Operations team in Japan, ensuring that we deliver high-quality projects and support services to our customers who are supported by the ShopperTrak Japan regional team. You will monitor and supervise installation activities and make sure the projects are completed on time & within budget. You will monitor and supervise our customer support activities, to ensure that our customers receive the highest standards of care and efficiency when we resolve their problems. You will ensure that all operational activities comply with the requirements of local authorities and clients, across the Japan region. You will also provide technical pre-sales support expertise and guidance for large sales opportunities.

How you will do it

• Prepare and submit project documents, such as project plans, design drawings, material submission, method statements, and ShopperTrak operations manual for client's approval.
• Support pre-sales activities by providing specific technical expertise and guidance, and ensuring attendance at design review meetings with Sales, Finance and Customer Success colleagues.
• Maintain compliance with ShopperTrak Operations KPIs, using the tools and processes provided.
• Identify opportunities for ongoing process improvements.
• Setting and managing the workload and priorities of the Operations team in the region
• Assessing the work of numerous 3rd party vendors (Subcontractors) in the delivery of our services
• Acting as a member of the ShopperTrak APAC Operations management team

What we look for

Required

• Minimum of 5 years’ experience in customer service delivery roles, including project management
• Minimum of 3 years’ experience in managing people
• Minimum of 5 years’ experience in project management
• Demonstrable experience of managing 3rd party vendors (Subcontractors)
• Demonstrable experience of managing across international boundaries
• Outstanding spoken and written English language skills.

Preferred

• Excellent IT / Network expertise
• Good knowledge of MS Office suite
• Experience of working with CRM tools (e.g., Remedy / ServiceMax)
• Experience of working with KPIs and Business Scorecards
• Independent and able to work under pressure.
• A proven problem-solver
• Process reengineering mindset
• Proven negotiation skills and able to manage competing priorities with the customer outcomes a high priority