业务运营组（乐天时尚）

职位描述：业务概述 乐天集团在电子商务、金融科技、移动互联网及其他领域运营着70多项服务，构成了其独特的“乐天生态系统”。其中，“乐天时尚”作为乐天集团扩张的关键驱动力，实现了快速增长，并凭借其积分生态系统的优势，持续成为众多顾客的首选。部门概况 ““乐天时尚”是乐天运营的一家面向消费者的时尚电商业务，业务范围涵盖从品牌甄选、产品采购到营销、销售、物流及客户支持的全程运营。 与“乐天市场”这种“商城式”平台不同，“乐天时尚”采用“直达消费者”的运营模式，提供精致的用户界面（UI）和用户体验（UX），同时保留了各品牌的独特个性。 该平台拥有精心策划的产品阵容，涵盖 UNITED ARROWS、BEAMS、URBAN RESEARCH 和 TOMORROWLAND 等热门本土品牌，以及全球品牌，甚至延伸至美妆品类。 依托乐天积分生态系统的强大基础，该平台致力于为顾客提供“发现心仪之物”和“放心购物”的体验。€在此框架下，业务运营组在支持服务的“幕后”工作方面发挥着关键作用——包括客户支持、销售支持、库存管理和品牌合作——以最大限度地提升客户体验和品牌价值。・提升客户体验： 我们分析通过咨询收集的VOC（客户之声），并将这些洞察直接应用于改进用户界面和优化配送工作流程。・与品牌共创：我们与品牌运营经理通力合作，在营销活动期间精细把控库存管理和销售设置，从而助力销售额最大化。 »构建稳固基础：在时尚电商运营日益复杂的背景下，我们的使命是构建能够防患于未然的系统，并维持一个即使在旺季也能稳如磐石的运营架构。 职位：招聘原因 随着业务的扩展，我们的运营正变得日益精细和复杂。为了在未来实现进一步增长，我们不仅必须确保日常运营的稳定，还必须利用生成式人工智能和自动化技术来重新设计业务流程。我们正在

Job Description: Business Overview The Rakuten Group operates more than 70 services across e-commerce, fintech, mobile, and other sectors, forming its unique “Rakuten Ecosystem.” Among these, “Rakuten Fashion” has experienced rapid growth as a key driver of the Rakuten Group’s expansion and continues to be the choice of many customers by leveraging the strengths of its points-based ecosystem. Department Overview “Rakuten Fashion” is a direct-to-consumer fashion e-commerce business operated by Rakuten, which handles everything from brand selection and product sourcing to marketing, sales, shipping, and customer support. While Rakuten Ichiba is a “mall-style” platform, Rakuten Fashion operates as a “direct-to-consumer” platform, offering a sophisticated UI/UX that preserves each brand’s unique identity. It features a carefully curated product lineup ranging from popular domestic brands such as UNITED ARROWS, BEAMS, URBAN RESEARCH, and TOMORROWLAND to global brands, and even extends into the cosmetics category. Built on the powerful foundation of the Rakuten Points ecosystem, it strives to provide an experience where customers “discover what they want” and “shop with confidence.” Within this framework, the Business Operations Group plays a crucial role in supporting the “behind-the-scenes” aspects of our services - including customer support, sales support, inventory management, and brand collaboration - to maximize the customer experience and brand value. ・Improving the Customer Experience: We analyze VOC (Voice of the Customer) gathered through inquiries and directly apply these insights to improve the user interface and optimize delivery workflows. ・Co-creation with Brands: We collaborate with brand operations managers to meticulously control inventory management and sales settings during campaigns, thereby helping to maximize sales. ・Building a Stable Foundation: Amid the increasingly complex operations of fashion e-commerce, our mission is to create systems that prevent issues before they arise and maintain a robust operational structure that remains steadfast even during peak seasons. Position: Why We Hire As our business expands, our operations are becoming increasingly sophisticated and complex. To achieve further growth in the future, it is imperative that we not only ensure stable day-to-day operations but also redesign our business processes by leveraging generative AI and automation technologies. We are looking for someone to lead this transformation - shaping the future of our business through the integration of “Operations and Technology.” ・Overwhelmingly rewarding work that supports the core of the business: You’ll be able to directly contribute to the business’s growth while experiencing the unique dynamics of the fashion e-commerce industry, such as complex SKU management and pre-order sales. ・End-to-End Operational Transformation Through “Generative AI and Automation”: You’ll take the lead throughout the entire process - from identifying on-the-ground challenges to implementing and embedding solutions. You’ll have the autonomy to dramatically improve operational efficiency through your own proposals. ・Diverse Career Paths: This is an environment where you can build a career by deepening your expertise in roles such as cross-functional operations manager, business planning, and systems planning. Position Details You will lead efforts to resolve challenges in customer service and sales support, with the goal of expanding Rakuten Fashion’s distribution and improving quality. ・Operational management and KPI oversight for customer support, promotional campaign registration, inventory management, and other areas ・Planning and implementation of productivity improvement initiatives using generative AI and automation tools ・Improving service quality and implementing business process reengineering (BPR) based on VOC (Voice of the Customer) and operational data ・Organizational management and structure development, including team members, leaders, and external contractors ・Investigating the causes of issues and ensuring the implementation of measures to prevent recurrence ・Customer Service Reform Using Generative AI We introduced generative AI and advanced chatbots to automate inquiry handling. This improved the self-resolution rate and enabled a shift toward a system where human staff can focus on high-value-added tasks. ・Establishing a Data-Driven Quality Improvement Cycle Developed a dashboard to visualize VOC and operational data. Identified bottlenecks and drove service improvement projects involving relevant departments (logistics, systems, and planning). ・Sales Support Automation Project Revised product registration and inventory adjustment workflows in collaboration with brand partners to build automated processes that eliminate human error. Prevented lost sales opportunities and significantly shortened lead times. ・Building an Agile Structure Adapted to Peak and Off-Peak Periods Optimized staffing using predictive models to address the seasonal fluctuations and volume variations during sales events unique to the fashion e-commerce industry. Redesigned a flexible operational structure spanning multiple locations and external contractors. ・Crisis Management and Recurrence Prevention During Incidents When unexpected issues arise, rapidly identified the root cause and determined a response strategy. Led a project to integrate recurrence prevention measures into operations and strengthen the organization’s overall response capabilities. Work Environment Organizational Structure: In addition to 10 full-time employees, the team consists of approximately 30 people, including temporary staff, part-time workers, and external contractors. Company Culture: We have a culture that welcomes improvement proposals driven by frontline staff. Barriers between departments - such as planning, development, and logistics - are low, creating an environment where we can collaborate to bring initiatives to fruition. Age Range: Members ranging from their 20s to 40s, with diverse backgrounds, are actively contributing. ・Experience in CS, customer success, and contact center operations management ・Experience in back-office operations and process design in e-commerce, retail, logistics, BPO, and related fields ・Experience in business planning, project management, data analysis, and related fields Mandatory Qualifications: ・Practical experience in operational management or business process improvement in the areas of CS, Customer Success, and back-office operations ・Experience negotiating and collaborating with relevant departments and external partners ・Experience identifying issues using KPIs and data, and driving initiatives through to implementation and adoption Desired Qualifications: ・Experience managing complex operations (such as inventory and pre-order sales) in the e-commerce and apparel industries ・Experience leading system implementation and development projects, or collaborating with engineers ・A proven track record of improving business processes using generative AI, chatbots, RPA, etc. ・Skills in data extraction and analysis using BI tools, SQL, etc. Other Information: Additional information on Location Rakuten Crimson House 1-14-1 Tamagawa, Setagaya-ku, Tokyo Additional information on English Qualification TOEIC Score exceeding 800 (or similar level of English ability) or a University Degree earned in an English-speaking country. Proof of qualifications will be required by the time of the job offer. If no evidence is available to prove the qualifications denoted above, taking an IP test, organized by Rakuten, during selection process is required. Rakuten Group, Inc. Homepage Link ・Benefits: https://corp.rakuten.co.jp/careers/benefit/ ・Recruitment Information: https://corp.rakuten.co.jp/careers/information/ * Employment type is detailed ・Ra