Operational Transformation (Utilizing Generative AI and Building Business Processes) - Fashion Business Department(Rakuten Fashion) (C&M)

Job Description:

Business Overview

The Rakuten Group operates more than 70 services across e-commerce, fintech, mobile, and other sectors, forming its unique “Rakuten Ecosystem.”

Among these, “Rakuten Fashion” has experienced rapid growth as a key driver of the Rakuten Group’s expansion and continues to be the choice of many customers by leveraging the strengths of its points-based ecosystem.

Department Overview

“Rakuten Fashion” is a direct-to-consumer fashion e-commerce business operated by Rakuten, which handles everything from brand selection and product sourcing to marketing, sales, shipping, and customer support.

While Rakuten Ichiba is a “mall-style” platform, Rakuten Fashion operates as a “direct-to-consumer” platform, offering a sophisticated UI/UX that preserves each brand’s unique identity.

It features a carefully curated product lineup ranging from popular domestic brands such as UNITED ARROWS, BEAMS, URBAN RESEARCH, and TOMORROWLAND to global brands, and even extends into the cosmetics category.

Built on the powerful foundation of the Rakuten Points ecosystem, it strives to provide an experience where customers “discover what they want” and “shop with confidence.”

Within this framework, the Business Operations Group plays a crucial role in supporting the “behind-the-scenes” aspects of our services - including customer support, sales support, inventory management, and brand collaboration - to maximize the customer experience and brand value.

・Improving the Customer Experience: We analyze VOC (Voice of the Customer) gathered through inquiries and directly apply these insights to improve the user interface and optimize delivery workflows.

・Co-creation with Brands: We collaborate with brand operations managers to meticulously control inventory management and sales settings during campaigns, thereby helping to maximize sales.

・Building a Stable Foundation: Amid the increasingly complex operations of fashion e-commerce, our mission is to create systems that prevent issues before they arise and maintain a robust operational structure that remains steadfast even during peak seasons.

Position:

Why We Hire

As our business expands, our operations are becoming increasingly sophisticated and complex.

To achieve further growth in the future, it is imperative that we not only ensure stable day-to-day operations but also redesign our business processes by leveraging generative AI and automation technologies.

We are looking for someone to lead this transformation - shaping the future of our business through the integration of “Operations and Technology.”

<attractive points>

・Overwhelmingly rewarding work that supports the core of the business:

You’ll be able to directly contribute to the business’s growth while experiencing the unique dynamics of the fashion e-commerce industry, such as complex SKU management and pre-order sales.

・End-to-End Operational Transformation Through “Generative AI and Automation”:

You’ll take the lead throughout the entire process - from identifying on-the-ground challenges to implementing and embedding solutions. You’ll have the autonomy to dramatically improve operational efficiency through your own proposals.

・Diverse Career Paths:

This is an environment where you can build a career by deepening your expertise in roles such as cross-functional operations manager, business planning, and systems planning.

Position Details

You will lead efforts to resolve challenges in customer service and sales support, with the goal of expanding Rakuten Fashion’s distribution and improving quality.

<Main Responsibilities>

・Operational management and KPI oversight for customer support, promotional campaign registration, inventory management, and other areas

・Planning and implementation of productivity improvement initiatives using generative AI and automation tools

・Improving service quality and implementing business process reengineering (BPR) based on VOC (Voice of the Customer) and operational data

・Organizational management and structure development, including team members, leaders, and external contractors

・Investigating the causes of issues and ensuring the implementation of measures to prevent recurrence

<Project Examples>

・Customer Service Reform Using Generative AI

We introduced generative AI and advanced chatbots to automate inquiry handling. This improved the self-resolution rate and enabled a shift toward a system where human staff can focus on high-value-added tasks.

・Establishing a Data-Driven Quality Improvement Cycle

Developed a dashboard to visualize VOC and operational data. Identified bottlenecks and drove service improvement projects involving relevant departments (logistics, systems, and planning).

・Sales Support Automation Project

Revised product registration and inventory adjustment workflows in collaboration with brand partners to build automated processes that eliminate human error. Prevented lost sales opportunities and significantly shortened lead times.

・Building an Agile Structure Adapted to Peak and Off-Peak Periods

Optimized staffing using predictive models to address the seasonal fluctuations and volume variations during sales events unique to the fashion e-commerce industry. Redesigned a flexible operational structure spanning multiple locations and external contractors.

・Crisis Management and Recurrence Prevention During Incidents

When unexpected issues arise, rapidly identified the root cause and determined a response strategy. Led a project to integrate recurrence prevention measures into operations and strengthen the organization’s overall response capabilities.

Work Environment

Organizational Structure: In addition to 10 full-time employees, the team consists of approximately 30 people, including temporary staff, part-time workers, and external contractors.

Company Culture: We have a culture that welcomes improvement proposals driven by frontline staff. Barriers between departments - such as planning, development, and logistics - are low, creating an environment where we can collaborate to bring initiatives to fruition.

Age Range: Members ranging from their 20s to 40s, with diverse backgrounds, are actively contributing.

<Backgrounds of Current Employees>

・Experience in CS, customer success, and contact center operations management

・Experience in back-office operations and process design in e-commerce, retail, logistics, BPO, and related fields

・Experience in business planning, project management, data analysis, and related fields

Mandatory Qualifications:

・Practical experience in operational management or business process improvement in the areas of CS, Customer Success, and back-office operations

・Experience negotiating and collaborating with relevant departments and external partners

・Experience identifying issues using KPIs and data, and driving initiatives through to implementation and adoption

Desired Qualifications:

・Experience managing complex operations (such as inventory and pre-order sales) in the e-commerce and apparel industries

・Experience leading system implementation and development projects, or collaborating with engineers

・A proven track record of improving business processes using generative AI, chatbots, RPA, etc.

・Skills in data extraction and analysis using BI tools, SQL, etc.

Other Information:

Additional information on Location

Rakuten Crimson House

1-14-1 Tamagawa, Setagaya-ku, Tokyo

Additional information on English Qualification

TOEIC Score exceeding 800 (or similar level of English ability) or a University Degree earned in an English-speaking country.

Proof of qualifications will be required by the time of the job offer.

If no evidence is available to prove the qualifications denoted above, taking an IP test, organized by Rakuten, during selection process is required.

Rakuten Group, Inc. Homepage Link

・Benefits:

・Recruitment Information: * Employment type is detailed

・Rakuten Culture:

#business #customersupport #commerce #RakutenFashion