Deputy Vice President (Luxury Retail)

We are looking for a Deputy VP for Japan to join our Tokyo office. This is a fantastic opportunity for a driven, business-savvy professional to take on a leadership role within a dynamic and fast-paced organization supporting the world's most iconic luxury brands. About us: Founded in 2006, CXG is a global customer experience agency specializing in the premium and luxury industries. We serve over 200 luxury clients with a multicultural team of 250+ professionals. Our mission is to help brands transform customer and employee experiences through tailored insights, strategy, and implementation. We are passionate about delivering impact.

Our clients include the world’s most admired luxury houses, and our solutions combine research, technology, and human expertise to elevate every customer interaction. Your role: As Deputy VP for Japan, you will serve as the local leader, ensuring smooth day-to-day operations and excellent client delivery. Reporting to the Regional Vice President based in Singapore, you will act as the main point of contact for all local matters and support the development of CXG’s presence in Japan.

Under your guidance, a team of 10 professionals in Customer Success, Operations, and Analytics will be key in driving performance, culture, and business growth. Your responsibilities: 1- Local Leadership and Team ManagementLead the Tokyo-based team with energy, clarity, and empathy. Develop the Customer Success team competencies and promote a consultative, solution-oriented mindset. Ensure effective resource allocation and team alignment with business priorities. Foster a positive, inclusive, and performance-driven culture across Customer Success, Operations, and Analytics local teams. Ensure the Japanese team operates in full alignment with CXG’s global policies, processes, and quality standards.

2- Business Performance and Market DevelopmentImplement the local strategy in line with CXG’s long-term vision and the unique characteristics of the Japanese market. Track market performance and provide clear, consistent reporting to the Regional Vice President. Monitor local performance, manage budgets, and report on P&LSupport the Regional VP with business development by identifying and cultivating opportunities with local brands. Represent CXG in Japan with a strong client-oriented mindset. Actively contribute to strategic planning and execution for the Japanese market. 3- Customer Success and Project DeliveryOversee project execution, ensuring timely and high-quality delivery.

Guide the team in designing impactful client solutions, leveraging CXG’s full range of solutions and methodologies. Support and challenge clients with strategic insights and added value. Promote CXG’s thought leadership and visibility in the local market. Deliver impactful presentations and ensure your team does the same, using rich content, confident and professional body language, and a clear, engaging tone of voice. Give equal importance to local and internationally signed partnerships. 4- Operational Coordination & Office ManagementCoordinate with the Head of Operations and Community to ensure operational excellence and monitor evaluator community development and engagement.

Responsible for the office's overall management and key administrative processes, including receivables, office maintenance, vendor and supplier coordination, and timely payment of local bills and services. Provide support for local recruitment efforts to ensure timely and successful hiring processes. What you will bring along: Master’s degree or higher in Luxury Management, Business Administration, or a related field. Minimum 8 years of experience in retail, consulting, training, marketing, or sales within the luxury industry or in a B2B client-facing role. Deep understanding of trends and dynamics in the premium and luxury market.

Strong knowledge of the Japanese market and local client expectations. Proven success in team management, strategic planning, and execution. Solid financial and strategic acumen. Fluent in Japanese (native level) and English. Effective and polished presentation abilities, with a persuasive, diplomatic, and engaging communication style. Strong consulting mindset with strategic thinking and analytical problem-solving capabilities. Why join us?At CXG, you will be part of a global, multicultural, and mission-driven team. You’ll take on meaningful projects, develop impactful solutions, and work alongside passionate professionals who believe in shaping better customer and employee experiences.

We would love to hear from you if you are looking for a role with autonomy, influence, and the chance to grow in a thriving environment!