Customer Value Creation Manager

Global Refund Tax Company
Position Title: Customer Value Creation (CVC) Manager
Location: Japan Employment Type: Full-time Industry: Retail Solutions / Tax-Free Shopping / Business Consulting

Nature and Purpose of the Role
This role is part of a strategic initiative to transition from a traditional tax-free processing provider to a value-driven strategic partner for retailers. By leveraging internal assets such as data, marketing services, customer experience innovations, and a network of external partners, the CVC Manager will play a key role in driving customer value.
With upcoming changes to Japan’s Tax-Free Shopping regulations in 2026, the mission is to acquire new merchants and retain existing clients—particularly focusing on Japanese department stores—through a consultative, value-based approach.

Key Responsibilities
The CVC Manager collaborates closely with the sales team and is supported by a Business Analyst to deliver a high-touch, consultative engagement model. The value creation process includes four main phases:
  1. Open-Eye Meetings
    • Engage C-level executives to raise awareness of Tax-Free Shopping opportunities and strategic benefits.
  2. Value Creation Workshops
    • Co-develop tailored action plans with client teams based on their specific needs and goals.
  3. Action Plan Development
    • Define and refine action plans in collaboration with internal teams (Product, Business Intelligence, IT).
  1. Steering Committees
    • Lead regular meetings with clients to monitor progress, adjust strategies, and continuously enhance the value plan.
Additional responsibilities include:
  • Understanding the complex systems and business models of Japanese department stores.
  • Leading internal discussions to align solutions with client needs across product, tech, and data teams.
  • Supporting the sales team with insights, recommendations, and governance throughout the client lifecycle.

Candidate Profile
Education & Experience
  • Bachelor’s or Master’s degree from a business school or university.
  • Minimum 5 years of professional experience, ideally in consulting, marketing, or business development.
  • Strong understanding of Japanese retail business practices and culture.
  • Experience in the retail, luxury, or consulting sectors is a plus.
Skills & Competencies
  • Native-level Japanese (spoken and written)
  • Business English
  • Strong interpersonal and organisational skills
  • Client-facing experience with a customer-centric mindset
    • Ability to translate data insights into actionable business recommendations
    • Proficiency in PowerPoint and delivering impactful presentations
    • Strong analytical and problem-solving skills
    • Ability to work cross-functionally with diverse teams (IT, Product, BI, Sales)

Location
Chiyoda-ku, Tokyo

Salary
Up to 12M

Summary

Job Type
Permanent
Industry
Travel & Hospitality
Location
Inner Tokyo
Specialism
Marketing
Ref:
1117268

Talk to a consultant

Talk to Miyuki Nonaka, the specialist consultant managing this position, located in Tokyo Head Office
Izumi Garden Tower 38th Floor, 1-6-1 Roppongi

Telephone: 03-3560-1277

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