Marketing Strategy and Operations Manager (Customer Experience & Localisation)

Grounded in a talent-centric mindset, Maker Lab is a marketing agency designed to build decentralised technology-led agency teams, rooted in collaboration with clients from the ground up. Maker Lab’s cross-functional teams of multidisciplinary specialists are embedded into client teams across digital marketing competencies — from measurement & analytics to content production.

Role Summary:

As a Marketing Manager, you’ll support our tech client’s Japan e-commerce site turning insights into strategy, managing localisation, and shaping the end-to-end customer experience. We need a detail-oriented, collaborative problem-solver who thrives in cross-functional environments.

Role: 

Market Analysis & Customer Insights:

• Conduct in-depth market research focusing on Japanese shoppers and e-commerce behaviours, specifically exploring consumer preferences, competitive strategies, and cultural nuances.
• Produce comprehensive market research deliverables, going beyond raw information to provide actionable insights and data-backed strategic recommendations.
• Perform competitive analysis to monitor and benchmark against key industry players concerning critical features, with the ability to synthesise findings and form an independent point of view.

Satisfaction Metrics Monitoring:

• Track and evaluate satisfaction metrics trends for the client's Japan presence, identifying both strengths and areas needing enhancement.
• Analyse customer feedback to understand the sentiment and articulate the "why" behind key factors influencing satisfaction and dissatisfaction.
• Develop strategic recommendations to address concerns and elevate satisfaction scores, collaborating closely with cross-functional partners to implement tactical solutions.
• Generate regular reports on satisfaction metrics, trends and feedback analysis, highlighting significant insights and actionable recommendations.

Localisation Program Management:

• Organise and manage logistics for stakeholder engagement sessions, including coordinating meetings, preparing agendas, and managing relevant documentation.
• Partner with internal teams to conduct thorough testing and quality assurance of localised content.
• Utilise bug tracking systems to effectively manage, monitor, and resolve localisation issues related to the client's Japan website and marketing materials.

You:

• BA/BS degree or equivalent experience
• Native-level Japanese language proficiency; Professional-level English proficiency with a demonstrated history of successful collaboration with Japanese and global stakeholders.
• Deep understanding of the Japanese market: Comprehensive knowledge of Japanese consumer behaviour, cultural subtleties, and business practices.
• Proven experience in market analysis: Robust research capabilities, including experience conducting secondary research and synthesising available primary research & data sources to develop compelling arguments for change.
• Localisation expertise: Familiarity with localisation processes and best practices.
• Strong project management skills: Managing multiple projects concurrently and adhering to deadlines.
• Technical competence: Proficiency in project management tools, bug-tracking systems, and collaboration suites.
• Team-oriented, with the ability to juggle multiple projects simultaneously.
• Extensive experience working within cross-functional teams, preferably in a matrix organisation.
• Exceptional ability to manage diverse, high-priority tasks concurrently.
• Ability to balance a creatively driven environment and a data-informed methodology.

Please note: due to the high volume of applications, only successful candidates will be contacted with a follow-up introduction email.  If you do not receive an email from Maker Lab, your application has been unsuccessful this time around. Look out for future roles! By submitting your application, you consent to the collection, use and disclosure of your data by the Maker Lab team for the purposes of your application. Where your application contains personal data of third parties, you confirm that you have obtained all necessary consents to provide the Maker Lab team with such personal data and that we may collect, use and/or disclose such data in accordance with the Personal Data Protection Act 2012.