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About the Role

The Event & Community Specialist will drive the improvement of customer lifetime value (LTV) by planning and executing strategies in three key areas: Returners, Referrals, and Ambassador Programs. This role aims to maximize repeat sales, foster customer advocacy, and build long-term loyalty by combining business strategy, customer engagement, community management, offline event planning, and data-driven decision-making. The specialist will collaborate closely with sales, marketing, and global teams to ensure customers remain engaged with EF after their initial program participation and to provide the sales team with the necessary tools, knowledge, and processes to increase repeat applications and referrals.

Responsibilities

Lead the strategy for maximizing returners across all EF products.
Develop engagement plans to maintain connections with EF alumni through events, campaigns, and customer communications.
Design and execute sales strategies to improve the conversion rate of returners.
Analyze customer behavior and returner performance to identify new business opportunities.
Train and coach the sales team on best practices for returner sales.
Optimize the customer journey from initial study abroad to reunion parties, events, and repeat applications in collaboration with sales and marketing teams.
Monitor KPIs and continuously improve the returner sales funnel.
Lead the strategy for local referral programs to acquire high-quality leads from customer referrals.
Promote the implementation and adoption of referral initiatives across the sales team.
Train, motivate, and support sales staff to continuously request referrals during the customer contract process.
Develop campaigns, events, and incentives to increase referral participation and conversion rates.
Track referral performance and identify improvement opportunities for optimization.
Collaborate with stakeholders to continuously improve the referral process and customer experience (CX).
Drive the operation and expansion of the EF Ambassador community in Japan.
Plan and execute engagement strategies to promote continuous participation and activity throughout the ambassador lifecycle.
Plan and manage community events, networking opportunities, and ambassador-specific initiatives.
Operate the ambassador reward program in Japan, promoting a system where members can earn and use points through meaningful activities.
Plan and promote initiatives that enhance customer loyalty, build long-term customer relationships, and create future EF brand experiences.
Collaborate closely with the global Ambassador team to implement best practices and deploy local initiatives.
Monitor community health, engagement, and program outcomes through reporting and data analysis to drive continuous improvement.
Analyze performance data for Returners, Referrals, and Ambassador initiatives to identify trends and growth opportunities.
Support strategic decision-making using reports and dashboards.
Set and utilize KPIs to measure ROI and drive investment optimization based on business impact.
Manage and promote initiatives to ensure alignment with business and sales goals.
Continuously improve business processes to enhance operational efficiency and maximize LTV.
Collaborate with Sales, Marketing, Operations, and Global teams to plan and execute effective customer loyalty initiatives.
Share best practices and ensure alignment between local and global strategies.
Support the introduction of new programs and business process improvements.
Provide expertise and drive initiatives as the local point of contact for Returners, Referral, and Ambassador Programs.

Requirements

Practical experience in Sales, Customer Success, Marketing, Community Management, CRM, or loyalty programs.
Strong business acumen capable of translating customer engagement into quantitative business results.
Excellent stakeholder management and communication skills.
Experience in training and coaching sales teams.
High analytical skills to analyze and interpret performance data and translate it into strategic proposals.
Business communication skills in both Japanese and English.
Project management skills to simultaneously manage and drive multiple projects and initiatives.
Strong passion for improving customer experience, building long-term customer relationships, and continuous improvement.

Skills

Customer Lifetime Value (LTV) Improvement
Strategy Planning and Execution
Customer Engagement
Community Management
Offline Event Planning and Operation
Data-Driven Decision Making
Repeat Sales Maximization
Customer Advocacy
Long-term Loyalty Building
Sales Strategy
Marketing Strategy
Customer Journey Optimization
KPI Monitoring
Sales Funnel Improvement
Referral Program Management
Lead Generation
Sales Training and Coaching
Incentive Program Development
Customer Experience (CX) Improvement
Ambassador Program Management
Performance Data Analysis
Trend Identification
Growth Opportunity Identification
Reporting and Dashboard Utilization
Strategic Decision Support
ROI Measurement
Investment Optimization
Business Goal Alignment
Sales Goal Alignment
Process Improvement
Operational Efficiency Enhancement
Cross-functional Collaboration
Stakeholder Management
Communication Skills
Project Management
Business Acumen
Analytical Skills
Japanese Business Communication
English Business Communication
Customer Loyalty Initiatives

Location

Tokyo, Shibuya-ku, Sakuragaoka-cho 1-1, Shibuya Sakura Stage, SHIBUYA Tower 36F

Work Type

Full office work
Shift work (11:30-20:00) may be available depending on events

Experience Level

Preferred Qualifications

Benefits

Annual salary increase once a year
Full transportation expenses covered
Social insurance complete (Employment, Workers' Compensation, Health, Employees Pension)
EAP (Employee Assistance Program)
Overtime allowance (paid for excess hours)
Re-employment allowance (paid to those who return to work after maternity leave, equivalent to 4 weeks' salary during pre-maternity leave)
On-site smoking ban
Casual dress code allowed
Overseas EF school inspection (UK, USA, Oceania, etc.)
Training system (OJT, overseas training)
Access to English Live (online English conversation)
Access to Leadership Live (online learning platform)
Referral recruitment bonus
Tuition support program (US$1500 per year)
Company-wide training (Camp in Izu in 2025)
EF product discounts (discount on study abroad course fees)
Water purifier, refrigerator, microwave, cafeteria-style break space available
Annual holidays 120+
Complete two-day weekend system (shift system/Friday-Saturday off, Saturday-Sunday off, Sunday-Monday off, etc.)
National holidays
Year-end and New Year holidays
Summer holidays
Golden Week holidays
Paid leave
Sabbatical leave (paid leave of absence: 3 weeks after 10 years of service, then 4 weeks every 5 years thereafter)
Congratulatory and condolence leave
Special leave
Sick leave
Marriage leave
Maternity and childcare leave with実績あり

About the Company

EF Language Study Abroad program participants are composed of students who have experienced the EF Language Study Abroad program.