About the role
Job Purpose:
As the Ecom Operation Specialist, you will own and continuously improve the end-to-end post-purchase customer journey for Arc'teryx Japan's ecommerce business — from seamless fulfilment operations to meaningful customer insights — ensuring every interaction after purchase deepens customer loyalty and reflects the values of the brand.
Key responsibilities and accountabilities:
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You manage order check, error handling, and escalation responses, including Guest Service inquiry escalations and SAP linkage confirmation.
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You oversee fraud prevention operations and payment exception handling (chargebacks and miscalculations), balancing customer experience with business risk.
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You act as the primary coordinator between supply chain teams, delivery carriers, and external partners to ensure accurate and timely order delivery.
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You manage promotional operations, including coupon code issuance and management, to support post-purchase recovery and loyalty.
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You manage customer review collection, moderation, and reporting, develop negative review response flows in coordination with the Guest Service team, and translate review data into product and service improvement feedback.
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You design, distribute, aggregate, and report NPS surveys, and conduct driver analysis to surface key promoter and detractor insights.
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You lead VOC initiatives, aggregating customer feedback across channels and converting insights into cross-functional improvement proposals.
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You partner with the CRM team to provide post-purchase customer insights and leverage marketing automation tools for post-purchase touchpoints (shipping notifications, review requests, NPS delivery), optimizing and analyzing these journeys to elevate the overall post-purchase experience.
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You monitor and report fulfilment and customer experience KPIs to the Ecommerce Manager, translating data into actionable improvement proposals.
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You partner cross-functionally with Guest Service, Supply Chain, Warehouse, IT, Accounting, and CRM teams to ensure seamless operations and a consistent post-purchase experience.
Additional experience, education and/or skills:
Required (Experience & Skills)
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You have 3+ years of experience in ecommerce, logistics, or retail operations.
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You have hands-on experience coordinating with warehouse/carrier partners or customer service teams.
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You have a solid understanding of order management, returns, and refund processes.
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You have experience designing and improving operational workflows.
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You have strong data literacy and are comfortable building reports and deriving insights from operational metrics.
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You have a strong analytical mindset with the ability to translate operational data into actionable business improvements.
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You have experience working cross-functionally with multiple internal and external stakeholders.
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You are proficient in ecommerce platforms (Shopify or equivalent) and have working knowledge of ERP systems (SAP or equivalent).
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You are fluent in Japanese with business-level English proficiency.
Required (Mindset & Approach)
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You are proactive in identifying the root cause of issues and developing solutions.
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You remain highly flexible and adaptable when faced with ambiguity.
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You effectively balance autonomy and collaboration with the ability to work with minimal supervision.
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You take ownership of the post-purchase experience with a genuine customer-first mindset.
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You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right.
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You are passionate about the Arc'teryx brand and its values.
Preferred:
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Experience with fraud detection tools (e.g. Forter) or chargeback management.
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Experience with review platforms (Yotpo, Bazaarvoice, Leeep or equivalent).
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Experience with NPS tools (Delighted, Medallia or equivalent).
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Experience with marketing automation tools (Braze, KARTE or equivalent).
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Experience in the outdoor or sports industry.
Equal Opportunity
Arc'teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.
Creating an inclusive workplace is connected to our core values, while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.
All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.
Design your Purpose. Live our Values.
EVOLVE (with us). Design your future through challenge, experimentation, and inspiration.
COMMIT (with us). Set and deliver on bold objectives as we collectively raise the bar.
LIVE IT (with us). Deepen your connection to nature and live your most purposeful life.
DO RIGHT (with us). Create a better world, together.
