Regional Voice of the Customer (VOC) Lead – Japan E-Commerce Experience Strategist

About arenaflex

At arenaflex, we don’t simply build products — we craft the kind of wonder that transforms how people live, work, and connect. Every idea, every perspective, and every voice matters here, because we know that innovation flourishes when diverse minds come together with a shared purpose. Inclusion isn’t a department; it’s a shared responsibility we hold ourselves and one another accountable for every single day.

From cutting-edge technology to industry-leading sustainability initiatives, our mission is simple yet ambitious: leave the world better than we found it. Join arenaflex and become part of a team that is reshaping the future of digital commerce and customer experience on a global scale.

The Opportunity

arenaflex Retail Online is searching for a passionate, data-driven, and customer-obsessed Regional Voice of the Customer (VOC) Lead to support and elevate the digital shopping experience for our customers in Japan. This is a highly strategic role at the intersection of e-commerce, customer experience, analytics, and brand storytelling. As the VOC Lead for Japan, you will serve as the critical bridge between our Japanese customers and the global teams that design, build, and optimize our online storefronts.

If you have an insatiable curiosity for understanding what customers truly need, the analytical horsepower to translate oceans of data into crystal-clear narratives, and the communication finesse to influence senior leadership — this role is your opportunity to make a measurable, lasting impact at one of the world’s most iconic technology brands.

Key Responsibilities

Customer Experience Strategy & Prioritization

• Identify, evaluate, and prioritize high-impact customer experience improvement opportunities across the Japanese market by leveraging customer feedback data, analytics, and close partnership with Insights, Customer Care, and cross-functional partner teams.
• Develop and maintain a regional VOC roadmap that aligns with global priorities while addressing the unique nuances of the Japanese e-commerce landscape.
• Distill a wide variety of inputs — qualitative feedback, quantitative data, competitive benchmarks, and field insights — into clear, actionable user journey opportunities.

Market Expertise & E-Commerce Trends

• Serve as arenaflex’s in-house expert on Japan’s e-commerce ecosystem, including local buying behaviors, payment preferences, delivery expectations, and competitive service offerings.
• Continuously monitor and articulate Japanese customer expectations, focusing on the buy flow, transactional communications, payment options, delivery methods, and post-purchase touchpoints.
• Stay ahead of emerging trends in digital commerce, mobile shopping, and customer service innovation specifically relevant to the Japan market.

Communication Excellence & Brand Stewardship

• Enhance the clarity, tone, and effectiveness of transactional and delivery messaging in Japanese, while carefully preserving arenaflex’s distinctive brand voice.
• Craft compelling, data-backed narratives that resonate with executive audiences and inspire action across cross-functional teams.

Cross-Functional Partnership & Project Influence

• Liaise closely with Product Management, Operations, and Engineering teams to act as the local customer and market expectations expert during the planning, design, and rollout of new site features, projects, and initiatives in Japan.
• Collaborate with Contact Center and Operations teams to prioritize, escalate, and resolve VOC issues at a non-capital level, ensuring customers feel heard at every touchpoint.
• Partner across the total arenaflex business to ensure comprehensive coverage of areas where VOC issues are most likely to emerge, with deep expertise in Japan paired with broad insight into worldwide VOC trends.

Executive Communication & Storytelling

• Prepare and deliver high-impact presentations to senior executives visiting the region, using pixel-perfect slides that blend narrative and data to make complex customer insights immediately actionable.
• Represent the customer perspective in Japan with clarity, empathy, and authority, helping leadership see opportunities and challenges through the customer’s eyes.
• Spot the fixes that net the biggest customer gains by connecting disparate data sources, identifying patterns, and elevating the most strategic opportunities to the forefront.

Minimum Qualifications

• Extensive professional experience in a customer-focused role within e-commerce, digital retail, or a related field.
• Deep intellectual curiosity paired with the drive to “follow the data” wherever it leads to uncover the true root cause of an issue.
• Strong quantitative and problem-solving skills, with a demonstrated ability to synthesize and distill massive volumes of inputs into clear, compelling narratives.
• Proven ability to collaborate cross-functionally and globally, leveraging knowledge from diverse teams to build holistic understanding of complex situations and create strategic consensus.
• Exceptional problem-solving skills, with a creative and resourceful approach to developing solutions while maintaining meticulous attention to detail.
• Outstanding written and oral communication skills, with a flair for crafting presentations that mix narrative and data to influence senior executives.
• Effective planning and project management skills, with the ability to juggle multiple priorities while remaining flexible and responsive to change.
• Fluent proficiency in Japanese (both written and spoken) to support the Japan market.
• Fluent proficiency in English to partner effectively with international teams.

Preferred Qualifications

• Ability to operate with a high degree of autonomy, setting your own daily priorities and goals while clearly communicating the rationale to leadership.
• Strong empathy for the customer experience, paired with a genuine desire to advocate for customer needs at every level of the organization.
• A natural inclination to make space for listening, learning, and amplifying diverse perspectives and experiences.
• Active commitment to championing and celebrating inclusion and diversity in the workplace.

Skills & Competencies for Success

• Customer Empathy: A deep, intuitive understanding of what customers experience and feel at every digital touchpoint.
• Analytical Rigor: The ability to manipulate, interpret, and draw insights from large and varied data sets.
• Strategic Thinking: The capacity to zoom out, see the bigger picture, and connect dots across disparate sources of information.
• Executive Presence: Confidence, polish, and poise when presenting to senior leadership and large audiences.
• Storytelling Mastery: The art of weaving data into narratives that move people to act.
• Cross-Cultural Fluency: Sensitivity to cultural nuances, especially when bridging Japanese and global perspectives.
• Adaptability & Resilience: Comfort navigating ambiguity, shifting priorities, and fast-paced change.

Career Growth & Learning Opportunities

At arenaflex, your growth is our growth. As a Regional VOC Lead, you’ll gain unmatched exposure to global e-commerce strategy, executive leadership, and cross-functional collaboration. You’ll have access to world-class learning resources, mentorship programs, and the opportunity to shape the future of digital retail for millions of customers. Whether you aspire to deepen your expertise in customer experience, expand into product management, or grow into global leadership, arenaflex provides the platform, the people, and the projects to help you get there.

Work Environment & Company Culture

arenaflex is more than a workplace — it’s a community of curious, creative, and committed individuals who believe in the power of technology to enrich lives. We foster a culture of inclusion, collaboration, and continuous learning, where every team member’s contribution is valued and celebrated. We hold ourselves accountable not just for what we build, but for how we build it — and for the positive impact we create in the world.

Our teams operate with a shared sense of purpose and a relentless focus on the customer. We move fast, we think big, and we support one another in doing the best work of our careers.

Compensation, Perks & Benefits

arenaflex offers a comprehensive compensation package designed to attract and retain top talent. While specific benefits vary by location, our typical offerings include:

• Competitive base salary with performance-based bonus opportunities.
• Comprehensive health, dental, and vision insurance.
• Retirement and savings plans with company contributions.
• Generous paid time off, holidays, and parental leave.
• Employee product discounts and wellness programs.
• Access to professional development, training, and education reimbursement.
• Flexible work arrangements and a hybrid working model where applicable.
• A vibrant, inclusive workplace that champions diversity, equity, and belonging.

Equal Opportunity & Inclusion at arenaflex

arenaflex is an Equal Opportunity Employer that is deeply committed to inclusion and diversity. We take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. arenaflex does not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and interview process, and to perform essential job functions.

Ready to Make Your Mark?

If you’re ready to be the voice of the customer for one of the most dynamic e-commerce markets in the world, we want to hear from you. Bring your curiosity, your passion, and your talent to arenaflex, and help us shape the future of online shopping in Japan — and beyond. Apply today and join a team that is reimagining what’s possible, one customer experience at a time.