Essential Job Functions:
- Lead, coach, develop, and evaluate the HQ Customer Service team; establish priorities, delegate work effectively, monitor performance, and promote accountability.
- Develop, document, implement, and continuously improve company-wide customer service standards and hospitality practices aligned with Tokyo Central’s Japanese Omotenashi culture and brand concept.
- Develop, maintain, and update customer service manuals, standard operating procedures, service guidelines, tools, and resources that promote consistent execution across all locations.
- Create training materials, tools, and programs that translate Omotenashi principles into practical, observable service behaviors.
- Partner with Store Operations and Human Resources to implement service standards and training across all locations, including integration with onboarding, coaching, development, and performance-management processes as appropriate.
- Design, implement, and oversee customer service training programs for store associates, supervisors, and managers; establish role-appropriate learning paths and reinforcement processes.
- Develop succession plans and strengthen customer service leadership capability throughout the organization.
- Establish and maintain methods to evaluate service consistency and customer experience, including service-quality audits, store observations, customer feedback review, and performance measures.
- Analyze customer feedback, complaints, service trends, and operational observations; identify root causes, recommend solutions, and work with store leadership to implement corrective actions and improvement plans.
- Support customer service readiness for new store openings, relocations, and major store initiatives, including training, service-standard implementation, opening-readiness activities, and customer experience audits.
- Lead and support cross-functional initiatives with Area Managers, Operations, Marketing, IT, Merchandising, Human Resources, and other stakeholders; manage projects from planning through execution, measurement, reporting, and follow-up.
- Provide clear, timely, and accurate updates to leadership regarding project status, performance results, risks, operational issues, and recommended actions; promptly escalate material concerns and seek alignment before significant decisions.
- Monitor customer feedback, service-quality measures, key performance indicators, sales-related metrics, and program performance; prepare concise management reports, presentations, and recommendations.
- Perform other related duties as assigned by supervisors or managers, which are generally not essential functions and may change according to business needs.
Requirements:
- Five (5) or more years of leadership experience in retail, customer service, hospitality, training, operations, or a related field.
- Demonstrated experience of supervising and developing employees, managing projects, and balancing multiple priorities.
- Experience developing, implementing, or improving service standards, training programs, operating procedures, or quality-assurance processes.
- Strong written and verbal communication, interpersonal, organizational, and problem-solving skills.
- Ability to work independently while maintaining appropriate, proactive communication with management.
- Strong proficiency in Microsoft Office, particularly Excel and PowerPoint.
- Demonstrated ability to accept feedback, adapt to change, and work constructively with supervisors, colleagues, and cross-functional partners.
- Demonstrated willingness to learn new functions and support responsibilities outside the primary work area when business needs require.
Preferred Qualifications:
- Experience in grocery, specialty retail, or a multi-unit retail environment.
- Experience supporting multiple stores or working in a corporate, headquarters, or shared service setting.
- Experience with Japanese hospitality, Omotenashi service concepts, luxury/service-oriented retail, or culturally responsive customer experience programs.
- Experience designing training programs, facilitating training, or developing learning materials for frontline employees and managers.
- Experience with customer loyalty, customer relationship management, customer experience, or customer engagement programs.
- Experience with KPI reporting, data analysis, service-quality audits, or project management.
- Japanese/English bilingual communication skills.
Certificates & Licenses:
- Valid driver's license and ability to travel between company locations as business needs require
Language Ability:
- Ability to communicate effectively in English (spoken and written) to perform essential job functions, including supervising staff, following safety procedures, and assisting customers and vendors.
- Ability to effectively communicate in English and Japanese (bilingual) is preferred but not required
Summary of the Position:
The HQ Customer Service Section Manager leads the Customer Service function for Marukai Corporation, doing business as Tokyo Central. This role is responsible for building the systems, standards, training, and organizational capability needed to deliver a consistent, high-quality customer experience across all Tokyo Central locations.
As Tokyo Central grows into new markets and opens additional locations, this position will lead the development and implementation of company-wide customer service standards and hospitality practices aligned with Tokyo Central’s Japanese Omotenashi culture and brand concept. The position is not limited to direct customer issue resolution; it is responsible for creating scalable service infrastructure, including documented standards, training programs, evaluation methods, and continuous-improvement processes that reduce store-to-store variation and protect the Tokyo Central brand.
This is a high-impact leadership position requiring sound judgment, emotional intelligence, adaptability, accountability, and a strong commitment to continuous improvement. The successful candidate is self-driven, eager to learn, and able to assume additional responsibilities as business needs to evolve. The position requires proactive, timely communication with leadership, including regular updates, early escalation of risks or issues, and consultation before significant decisions are made.
Employee Benefits:
- up to 20% discount at all Tokyo Central stores
- Up to $700 Tokyo Central store gift certificates for all new hire hourly employees
- Benefits available – Including medical, dental, vision, and 401
- Fulltime employee Paid Time Off plan
