Retail / Service × Senior
Senior Manager with over 12 years of experience in business planning and store operations within the retail and service sectors. Specializes in driving digital transformation, designing customer experiences, and managing regional P&L to maximize revenue through online-offline integration. Demonstrates strong leadership in multicultural teams and data-driven decision-making to balance business growth with organizational culture. Proven track record in scaling subscription services, launching new markets, and optimizing operational efficiency. Adept at bridging field insights with data analytics to solve complex challenges, ensuring sustainable customer relationships and profitability. Committed to agile methodologies and cross-functional collaboration to deliver measurable business impact.
📌 Career Summary
- ▸Served as Area Sales Manager at a major domestic apparel retailer from 2012 to 2017. Oversaw P&L for 23 stores in the Kanto region, leading initiatives for revitalizing existing locations and planning new store openings.
- ▸Promoted to Head of Customer Success at an EC platform startup (2017–2021). Led the launch and expansion of a monthly subscription service, successfully scaling it to exceed 100,000 active contracts per month.
- ▸Current Japan Market Managing Director at a foreign-owned retail tech company (US capital) since 2021. Established the local subsidiary, formulated BtoB/BtoC hybrid sales strategies, and managed a multicultural team of 60.
📌 Achievements & Strengths
- ▸Improved average annual sales of existing stores by +12% and achieved EBITDA break-even across the entire area in FY2016.
- ▸Scaled Monthly Active Users (MAU) for subscription services from zero to 50,000 while reducing churn rates significantly from 8% to 3.2%.
- ▸Exceeded first-year annual sales target of ¥1.5 billion by 115% upon entering new markets, securing partnerships with over 80 companies.
- ▸Shortened order processing time by 40% through DX implementation and improved inventory turnover rate from 8.5 to 11.2 times annually.
📌 Skills
- ▸Expertise in P&L management, budgeting, and financial analysis using Excel, PowerBI, and SAP systems.
- ▸Proficient in CRM construction, customer segmentation, RFM analysis, and executing multi-channel marketing strategies.
- ▸Experience in agile development, product management, and defining API integration requirements for technical projects.
- ▸Strong skills in multicultural team building, cross-functional leadership, and negotiating with external stakeholders.
📌 Self-PR
- ▸I aim to bridge the gap between 'field voices' and 'data truths.' When membership churn spiked in 2019, I identified insufficient post-purchase support as the root cause by linking CS reports with purchase histories. Launching a concierge feature improved NPS by 28 points. Prioritizing understanding human behavior behind the numbers ensures sustainable customer relationships.
💡 Key Tips
- 💡Japanese firms value harmony and on-site adaptability over pure logical structure. Explicitly include episodes demonstrating cross-departmental collaboration and staff mentoring in your achievements.
- 💡Foreign companies scrutinize ROI and scalability. Clearly distinguish your individual contributions from team efforts (e.g., 'Team achieved XX; I led YY') and provide solid numerical evidence.
- 💡Retail DX is not just about tool adoption. Prepare stories that detail where resources were allocated along the Customer Journey and the specific business impact resulting from those decisions.
- 💡Interviewers often ask about learning processes from failures. Demonstrate agility and openness to feedback through concrete examples rather than presenting yourself as perfect.