Description
Kenvue is currently recruiting for:
Dr.Ci:Labo Contact Center Lead

This position reports directly to the Dr.Ci:Labo Store/Contact Center Director and is based in Tokyo.

Who we are
At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including Neutrogena®, Aveeno®, Tylenol®, Listerine®, Johnson’s® and BAND-AID® Brand Adhesive Bandages that you already know and love. Science is our passion; care is our talent. Our global team is made up of ~ 22,000 diverse and brilliant people, passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact the life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours.

What you will do
Position Overview
The call center (internally referred to as the “contact center”) is a primary channel for Dr.Ci:Labo, managing approximately 150 operators and partnering with multiple vendors. The role involves achieving sales growth in Dr.Ci:Labo’s call business through product sales counseling and handling various inquiries. As the person responsible for this role, you will plan in collaboration with relevant departments, execute plans with vendors, and manage people to achieve sales targets. This position ultimately influences over 150 people, making it a meaningful position for developing future executive leadership.

Roles and Responsibilities
Contact Center Management
- Achieve sales targets
- Identify and solve challenges to make the contact center “Best in class” through planning and execution
- Lead business growth through sharing and discussing plans and challenges with the leadership team and cross-functional teams
- Vendor management and establishment and operation of governance
- Manage the P&L of the contact center and vendors
- Operate the center in compliance with standards and oversee various necessary reporting obligations
- Develop eight subordinates

Work Location Address
5th Floor, Ebina Prime Tower, 2-9-50 Chuo, Ebina City, Kanagawa Prefecture, 243-0432
JNTL Consumer Health Company, Ebina Contact Center

Qualifications
What we are looking for
Related experience & behavior, Competency
Related Experience

• Vendor management experience (required)

• Experience in Bto C business (or experience in Bto B business with a general customer approach)

• Experience as a people manager (required) Minimum of 3 years, preferably with a reporting line of approximately 5 or more people at a time

• University degree or higher (required)

• Experience in call center management or collaboration with call centers

• Experience in sales planning

Required Knowledge/Skills:

• Skills in business analysis and story development

• Team management skills

• Project management skills (experience to support these skills is mandatory)

• Broad business knowledge (marketing, finance, sales, supply chain, etc.)

• Native-level Japanese

• Business-level English conversation, reading, and writing skills

Preferred:
Experience in marketing

Desired Leadership/Mindset:

• Leadership with accountability and the ability to instill accountability in the entire team. In Dr.Ci:Labo’s fast-paced business cycle, we seek individuals who can proactively identify daily challenges, acquire necessary resources, and actively solve them. Additionally, since the position ultimately influences over 150 people, strong communication skills to disseminate messages and instructions throughout the organization and governance-building capabilities are required.

• Strategic thinking

• Cross-functional collaboration skills

• Project management

• Analytical and insight-building skills

• Stakeholder management

• Ability to drive the team toward business goals

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or any other legally protected characteristic, and will not be discriminated against on the basis of disability.
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Primary Location Asia Pacific-Japan-Kanagawa-Ken-Ebina

Job Function Selling