Director - Digital Marketing - Adobe - Tokyo

Job description
This role is open to candidates with valid Japan work permits/visas or Japanese nationals only.

Position Summary
The Customer Care Director drives the customer care strategy for delivering excellent customer experience in support of the Digital Marketing GTM and growth objectives of the company. In this role, you will lead the implementation and execution of AGS and Customer Care experiential strategies and standard operating processes across the Technical Account Management and Support for Digital Marketing Solutions. Collaborating DMA customer care regional and customer segment leadership this role will drive operational excellence and continuous improvement. The Customer Care Director for the Japan region will establish and grow customer experience through multiple customer touch points and engage in providing customer insights to improve the overall loyalty and retention of our customers.

Responsibilities
Establish and grow global delivery quality working with regional and customer segment leaders to drive change in the delivery process
Drive the development and execution of the strategic plan for the Japan region.
Lead the Japan region in delivering a world class customer support experience and maximizing the customer’s return on their investment.
Lead the planning for operational readiness programs to support new or updated Adobe products and services.
Leads and/or otherwise works in cross-functional teams to plan for implementation of new or enhanced programs (for new or updated Adobe products and services and/or operations and service delivery improvement) in the field and their implications for the organization. Includes working Customer Care leadership peers, enablement partners, other management and staff, to develop and align policies, procedures, processes, tools and infrastructure, standards, protocols and training globally
Working with Director, direct reports, and others, leads the effort to implement and monitor compliance with the quality framework and governance model, protocols, policies, procedures and standards for all technical services operations and programs
Ensures team members, at all times, follow standardized models, methodologies and best practices to conduct their work
Trains, and/or otherwise delegates to experienced team members, as needed, in all relevant operations policies, procedures, processes, systems and tools, and other departmental methodologies and models
Conduct regular site visits, meetings and presentations with others to review ongoing operations, status and progress against performance metrics, communicate new or updated programs and work on implementation plans to ensure operational readiness
Develops the plan for capacity and other resourcing requirements to ensure operational readiness, the acquisition and maintenance of the required resources to compliantly, effectively, efficiently and successfully deliver technical services programs, offerings and standards
Travel can be involved in this role and may be for his/her team members’ roles. As such, is responsible for managing quarterly expense budgets for travel and other, related expenses across the assigned team

Desired Skills and Experience
Requirements
Candidates for this position should hold the following experience and knowledge to be considered as a suitable applicant. Please note that except where specified as "preferred", or as a "plus", all points listed below are considered minimum requirements.
Bachelor’s Degree or equivalent strongly preferred
8 or more year’s program or project management or other related experience in technology or related industries
A minimum of 2 years related work experience with or as a consultant to software companies
Past experience must include responsibilities building, leading and managing operational readiness strategies, plans, programs, processes, and resources for enterprise / SaaS customers in a technology or related organization
Previous experience in other, related domains is strongly preferred – SaaS customer success operations, customer service, technical support engineering, technical account management, customer care tools, enablement, finance, etc.
In-depth knowledge of Adobe or related products and support services, customer success in an enterprise software of SaaS organization
5 or more years people management experience
Proven abilities to hire, develop, lead, and retain talent
Has in-depth understanding of the organization’s GTM (Go-To-Market) strategy and the multiple departments involved in this
Strong time management/organizational skills capable of managing multiple (2 or more) departments and/or differing skill-sets
Strong organizational savvy; proven abilities and know-how to effectively and efficiently navigate the organization to enable self and team to get things done
Proven abilities to achieve results on-time, on-target and within-budget
Strong communication skills. Has demonstrated, in previous roles, his/her ability to effectively, concisely and clearly communicate his/her viewpoint, complex or large-scale business or operational considerations, and key decision points
Strong interpersonal skills. Has developed, in previous roles, strong, lasting relationships with multiple stakeholders, partners and customers
Consistently works collaboratively, effectively and efficiently with others
Strong influencing & negotiation skills. Where possible, consistently achieves win/win results and demonstrates competence in resolving conflicts and reaching compromise with others
Strong executive presence with the ability to collaborate, mobilize and engage multiple stakeholder groups at different levels.
Global experience preferred.

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