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About the Role

The Counter Area Manager will manage all Central Issuing and Refund Counters (CIRC) in Japan, overseeing setup, implementation, and daily operations. This key management role involves leading counter managers and frontline staff, collaborating with developers and tenants, and ensuring customer satisfaction. The position requires close collaboration with central management to meet best practice standards and KPIs, with strong Japanese and conversational English skills needed for stakeholder communication.

Responsibilities

Works with Head of Counter Operations and the Commercial team to implement and operate counter operations in Japan.
Responsible for the implementation of new counter setup for new locations, including leading and advising the team.
Responsible for creating a scalable operations model for each counter and ensuring consistent performance.
Knowledgeable of the end-to-end issuing to refunding process and counter operations.
Responsible for the counter operations team, including hiring, training, shift planning, and performance evaluations.
Liaises with outsource agents for staffing to ensure best conditions and compliance with staffing requirements.
Works with technology teams to resolve technology or IT related issues.
Responsible for achieving high standards for overall customer service quality.
Manages any renovations or related changes to the counters.
Ensures complaints are handled professionally and speedily by the team.
Conducts site visits and supervises or operates at the counters as required.
Manages a portfolio of counters based on location and transitions from implementation to operation management.
Responsible for establishing and maintaining good relations with key stakeholders at management and store levels.
Involved in negotiations and discussions with merchants on all matters related to counter operations.
Achieves and maintains KPIs, including counter performance and operational cost control.
Responsible for recommending and executing improvement initiatives to increase profitability and operational efficiency.
Responsible for reporting counter performance to senior management based on set KPIs.

Requirements

5-7 years of team management experience in an operational context/field.
Retail/Department store experience is highly valuable.
Experienced Area Management which includes some stores.
Must be able to speak/write Japanese fluently.
Must possess basic business English skills.
Demonstrate high customer service standards.
Demonstrate high ethical standards.
Base knowledge of MS Office (Word, Excel, PowerPoint).
Competence in Staff management.
Must command respect and be able to motivate.
Basic HR knowledge.
Organisational skills.
Accuracy, thoroughness, meticulousness, methodical approach, and reliability.
Creative and willing to introduce and explore new ideas.
Possible to go on a long business trip for one month at the maximum.

Skills

Japanese fluency
Conversational English
MS Office (Word, Excel, PowerPoint)
Staff management
HR knowledge
Organisational skills
Negotiation ability

Location

Japan

Work Type

Full-time

Experience Level

5-7 years of team management
Area Management

About the Company

Global Blue believes that enhancing the shopping experience drives performance.
Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance.
With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.
As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey.
We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide.
Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers.
Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.
Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries.
At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.
Together, we innovate, create, and strive towards a brighter future for the businesses we serve.
With Global Blue, enjoy the journey.