Manager, Guest Services - Korea

Job description

**Your Opportunity at ARC’TERYX:** As the Manager, Guest Services Korea, you will lead the evolution of guest services in Korea by translating Arc’teryx’s global Guest Services vision, standards, and priorities into programs, capabilities, and experiences that reflect the needs of Korean guests and the local business. You will oversee service operations, guest insights, quality, and continuous improvement while helping build the capabilities, systems, and operating model required to support future growth. Working closely with regional and global partners, you will champion the voice of the Korean guest, contribute market expertise to global initiatives, and help advance Guest Services across the organization. You are a strategic thinker with the ability to collaborate and influence effectively alongside cross-functional partners globally and regionally. Additionally, you will lead, assist and support new initiatives in collaboration with Global Guest Services Leadership to improve the service we provide and expand our operational efficiencies for long-term growth. **Meet Your Future Team:** The Arc’teryx Guest Services and After Sales (ReBIRD) team offers a service that is authentic, professional, and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand around the world. **If you were the Manager, Guest Services now, here are some of the core activities you would be doing:** - Translating the global Guest Services vision, service standards, and strategic priorities into a Korea Guest Services roadmap aligned to local guest needs, business priorities, and operational realities. - Partnering with regional and global Guest Services teams to prioritize and implement new capabilities, standards, technologies, and ways of working within Korea, while sharing local insights and recommendations to help shape future improvements. - Leading, coaching, and mentoring Guest Services Representatives with specialized responsibilities while supporting day-to-day service operations and team objectives. - Leading and monitoring local service operations and resolution processes, partnering with regional and global teams to adopt best practices and continuously improve guest outcomes. - Guiding quality management and performance reporting to ensure service standards, guest experience goals, and operational metrics are consistently achieved. - Leading Voice of the Guest reporting and programs, translating guest insights into actionable recommendations and sharing learnings with cross-functional, regional, and global partners. - Supporting projects and initiatives that impact the guest experience, ensuring Korea Guest Services requirements are represented and successfully incorporated into solutions. - Identifying and leading opportunities to improve service processes, reduce guest friction, and strengthen the end-to-end guest experience in partnership with Guest Services leadership and cross-functional teams. - Partnering with Technology and Global Guest Services teams to improve service capabilities, reporting, automation, and operational effectiveness. - Assessing future capability, process, and organizational needs, helping build a sustainable Guest Services operating model that supports long-term growth in Korea. - Collaborating with the Global Guest Services Training team to ensure training content, standards, and development programs are aligned with the service experience we aspire to provide. **Here are some of the things you could be working on in the future:** - Evaluating and implementing AI-enabled service capabilities that improve both guest and employee experiences while aligning with global technology roadmap - Supporting the introduction of new service channels and engagement capabilities (e.g., messaging, social, automation) to meet evolving guest expectations and local market needs - Partnering with regional and global leaders to share best practices, influence future Guest Services capabilities, and support the successful adoption of new standards, technologies, and operating models within Korea. **Are you our next Manager, Guest Services?** - You have 7+ years of experience in Guest Services, Customer Experience, Retail Operations, Digital Commerce, or a related field, ideally within a premium, retail, or consumer brand environment. - You have leadership experience managing teams, with the ability to develop and coach employees across multiple functions. - You have strong problem solving and decision-making skills and are able to use rigorous logic and methods to solve problems with effective solutions in a dynamic, complex, frequently changing environment. - You have highly effective verbal and written communication skills. - You communicate effectively with compassion, empathy and clarity. - You are an adept collaborator, negotiator, and influencer who can build alignment across cross-functional, regional, and global stakeholders. - You have an excellent attention to detail and a strong bias towards execution. - You are proficient in Microsoft Office and are comfortable working with service performance data, reporting, and analytics. - You set a clear vision, align your team around common objectives, and foster commitment to these objectives. - You have experience working with customer service technologies, CRM platforms, reporting tools, or operational systems, and are comfortable supporting technology and process improvements. - You are a self-driven problem solver, always looking for a better way of getting things done. - You have experience working with remote teams and across regional teams. - You are proactive in identifying the root cause of issues and developing solutions. - You remain highly flexible and adaptable when faced with ambiguity. - You effectively balance autonomy and collaboration. - You inspire breakthrough thinking and continuous improvement. - You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right. - Your passion for your work is paralleled by your passion for getting outside and living it.