HQ Customer Service Section Manager

Description

Essential Job Functions:
• Lead, coach, develop, and evaluate the HQ Customer Service team; establish priorities, delegate work effectively, monitor performance, and promote accountability.
• Develop, document, implement, and continuously improve company-wide customer service standards and hospitality practices aligned with Tokyo Central’s Japanese Omotenashi culture and brand concept.
• Develop, maintain, and update customer service manuals, standard operating procedures, service guidelines, tools, and resources that promote consistent execution across all locations.
• Create training materials, tools, and programs that translate Omotenashi principles into practical, observable service behaviors.
• Partner with Store Operations and Human Resources to implement service standards and training across all locations, including integration with onboarding, coaching, development, and performance-management processes as appropriate.
• Design, implement, and oversee customer service training programs for store associates, supervisors, and managers; establish role-appropriate learning paths and reinforcement processes.
• Develop succession plans and strengthen customer service leadership capability throughout the organization.
• Establish and maintain methods to evaluate service consistency and customer experience, including service-quality audits, store observations, customer feedback review, and performance measures.
• Analyze customer feedback, complaints, service trends, and operational observations; identify root causes, recommend solutions, and work with store leadership to implement corrective actions and improvement plans.
• Support customer service readiness for new store openings, relocations, and major store initiatives, including training, service-standard implementation, opening-readiness activities, and customer experience audits.
• Lead and support cross-functional initiatives with Area Managers, Operations, Marketing, IT, Merchandising, Human Resources, and other stakeholders; manage projects from planning through execution, measurement, reporting, and follow-up.
• Provide clear, timely, and accurate updates to leadership regarding project status, performance results, risks, operational issues, and recommended actions; promptly escalate material concerns and seek alignment before significant decisions.
• Monitor customer feedback, service-quality measures, key performance indicators, sales-related metrics, and program performance; prepare concise management reports, presentations, and recommendations.
• Perform other related duties as assigned by supervisors or managers, which are generally not essential functions and may change according to business needs.

Requirements

Requirements:
• Five (5) or more years of leadership experience in retail, customer service, hospitality, training, operations, or a related field.
• Demonstrated experience of supervising and developing employees, managing projects, and balancing multiple priorities.
• Experience developing, implementing, or improving service standards, training programs, operating procedures, or quality-assurance processes.
• Strong written and verbal communication, interpersonal, organizational, and problem-solving skills.
• Ability to work independently while maintaining appropriate, proactive communication with management.
• Strong proficiency in Microsoft Office, particularly Excel and PowerPoint.
• Demonstrated ability to accept feedback, adapt to change, and work constructively with supervisors, colleagues, and cross-functional partners.
• Demonstrated willingness to learn new functions and support responsibilities outside the primary work area when business needs require.

Preferred Qualifications:
• Experience in grocery, specialty retail, or a multi-unit retail environment.
• Experience supporting multiple stores or working in a corporate, headquarters, or shared service setting.
• Experience with Japanese hospitality, Omotenashi service concepts, luxury/service-oriented retail, or culturally responsive customer experience programs.
• Experience designing training programs, facilitating training, or developing learning materials for frontline employees and managers.
• Experience with customer loyalty, customer relationship management, customer experience, or customer engagement programs.
• Experience with KPI reporting, data analysis, service-quality audits, or project management.
• Japanese/English bilingual communication skills.

Certificates & Licenses:
• Valid driver’s license and ability to travel between company locations as business needs require

Language Ability:
• Ability to communicate effectively in English (spoken and written) to perform essential job functions, including supervising staff, following safety procedures, and assisting customers and vendors.
• Ability to effectively communicate in English and Japanese (bilingual) is preferred but not required