---
title: 'Ecom Operation Specialist - Japan at ARC''TERYX'
canonical: 'https://feeny.ai/job/ecom-operation-specialist-japan-arc-teryx-tokyo-gwdb6whtemvb'
type: 'job'
last_seen: '2026-09-08'
---

# Ecom Operation Specialist - Japan at ARC'TERYX

- **Company:** ARC'TERYX
- **Location:** Tokyo, Japan
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-06-29
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/arcteryx.com/8ee93c5d-3e34-499e-b0e3-8bc9caa9b032

## Job description

Job Purpose: As the Ecom Operation Specialist, you will own and continuously improve the end-to-end post-purchase customer journey for Arc'teryx Japan's ecommerce business — from seamless fulfilment operations to meaningful customer insights — ensuring every interaction after purchase deepens customer loyalty and reflects the values of the brand.

Key responsibilities and accountabilities: You manage order check, error handling, and escalation responses, including Guest Service inquiry escalations and SAP linkage confirmation. You oversee fraud prevention operations and payment exception handling (chargebacks and miscalculations), balancing customer experience with business risk. You act as the primary coordinator between supply chain teams, delivery carriers, and external partners to ensure accurate and timely order delivery. You manage promotional operations, including coupon code issuance and management, to support post-purchase recovery and loyalty. You manage customer review collection, moderation, and reporting, develop negative review response flows in coordination with the Guest Service team, and translate review data into product and service improvement feedback. You design, distribute, aggregate, and report NPS surveys, and conduct driver analysis to surface key promoter and detractor insights. You lead VOC initiatives, aggregating customer feedback across channels and converting insights into cross-functional improvement proposals. You partner with the CRM team to provide post-purchase customer insights and leverage marketing automation tools for post-purchase touchpoints (shipping notifications, review requests, NPS delivery), optimizing and analyzing these journeys to elevate the overall post-purchase experience. You monitor and report fulfilment and customer experience KPIs to the Ecommerce Manager, translating data into actionable improvement proposals. You partner cross-functionally with Guest Service, Supply Chain, Warehouse, IT, Accounting, and CRM teams to ensure seamless operations and a consistent post-purchase experience.

Additional experience, education and/or skills: Required (Experience & Skills) You have 3+ years of experience in ecommerce, logistics, or retail operations. You have hands-on experience coordinating with warehouse/carrier partners or customer service teams. You have a solid understanding of order management, returns, and refund processes. You have experience designing and improving operational workflows. You have strong data literacy and are comfortable building reports and deriving insights from operational metrics. You have a strong analytical mindset with the ability to translate operational data into actionable business improvements. You have experience working cross-functionally with multiple internal and external stakeholders. You are proficient in ecommerce platforms (Shopify or equivalent) and have working knowledge of ERP systems (SAP or equivalent). You are fluent in Japanese with business-level English proficiency.

Required (Mindset & Approach) 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 with the ability to work with minimal supervision. You take ownership of the post-purchase experience with a genuine customer-first mindset. You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right. You are passionate about the Arc'teryx brand and its values.

Preferred: Experience with fraud detection tools (e.g. Forter) or chargeback management. Experience with review platforms (Yotpo, Bazaarvoice, Leeep or equivalent). Experience with NPS tools (Delighted, Medallia or equivalent). Experience with marketing automation tools (Braze, KARTE or equivalent). Experience in the outdoor or sports industry.

## Equal Opportunity

Arc'teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance. Creating an inclusive workplace is connected to our core values, while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate. All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

Leave it Better We believe that the mountains transform us, that how we adventure matters, and that there’s always a better way. Join us in creating positive change in ourselves, our communities, and the world. Live It. Get out there - the mountains make us better Disruptive evolution. In pursuit of better. Always. Commit. We set bold objectives and see them through.

## About ARC'TERYX

## Company Overview
- **One-liner**: Arc’teryx designs and manufactures premium technical outdoor apparel, equipment, and footwear for mountain athletes and outdoor enthusiasts.
- **Entity Type**: Private – owned by Amer Sports Canada, Inc. (subsidiary of Amer Sports, which is privately held by a consortium led by ANTA Sports)
- **Headquarters**: North Vancouver, British Columbia, Canada
- **Founded**: 1989
- **Founders**: Founded by a crew of Vancouver-based climbers (specific individuals not publicly named)

## Core Business
- Primary industry: Apparel & Fashion – technical outdoor gear and apparel
- Target customers: B2C – mountain athletes, climbers, trail runners, hikers, and outdoor enthusiasts (from pros to weekend warriors)
- Mission/purpose: “Leave It Better” – a commitment to designing for a better future, reducing environmental impact, and making the outdoors accessible to everyone.

## Products & Services
- **Technical Apparel**: Jackets (e.g., Alpha SV, Atom), pants, baselayers, and mid-layers for climbing, skiing, and alpine use.
- **Footwear**: Hiking, trail running, and approach shoes designed for mountain terrain.
- **Packs & Harnesses**: Backpacks, climbing harnesses (the company’s original product), and other load-carrying gear.
- **Accessories**: Beanies, gloves, and other outdoor essentials.
- **Services**: In-store product repair and maintenance (Arc’teryx ReBIRD™), gear rental (select locations), and a loyalty/recognition program (Arc’Adventure).

## Market Standing
- **Valuation/Market Cap**: Not publicly available. Arc’teryx is a subsidiary of Amer Sports, which was acquired in 2019 by a consortium led by ANTA Sports; no separate valuation is disclosed.
- **Key Metric**: Retail presence in over 2,400 locations worldwide; global brand with company-owned stores across North America, Europe, China, and Asia Pacific.
- **Notable Investors/Partners**: Parent company Amer Sports (privately held); key partners include athletes, guides, and outdoor industry organizations.
- **Growth Signals**: Continued expansion into new international markets (e.g., China Mainland and Asia Pacific); growing direct-to-consumer retail network; investment in sustainability initiatives and manufacturing capacity (ARC’One facility in New Westminster, BC).

## Competitive Advantages
- **Design & Testing**: Utilizes athlete and guide feedback loops and in-situ testing in the Coast Mountains of British Columbia to refine products under extreme conditions.
- **Innovation Leadership**: Industry-leading technologies like Gore-Tex Pro laminates, WaterTight™ zippers, and advanced seam construction.
- **Heritage & Brand Loyalty**: Founded by climbers in 1989; deep credibility among technical mountain athletes and a cult-like following.
- **Sustainability Commitment**: Absolute emissions reduction targets aligned with the Paris Agreement (1.5°C) and a Circular Economy program (ReBIRD repair/reuse).

## Strategic Focus
- **Sustainability**: Reducing environmental impact through durable, repairable products and setting science-based carbon targets.
- **Global Growth**: Expanding retail footprint in high-growth regions (Asia Pacific, Europe) while strengthening direct-to-consumer channels.
- **Product Diversification**: Broadening footwear and trail-running lines to capture more of the outdoor active market.
- **Culture & Talent**: Investing in leadership development, equity and inclusion programs, and flexible work models to attract and retain top talent.

## Why Work Here
- **Culture**: “Leave It Better” mindset; emphasis on curiosity, collaboration, and commitment. Inclusive workplace with Employee Belonging Councils and dedicated EDI team.
- **Work Policy**: Hybrid office model with work-from-home accessibility; headquarters in North Vancouver at the base of a trail network for daily inspiration.
- **Perks & Benefits**:
  - Comprehensive health, dental, and vision plans.
  - 401K/RRSP matching and annual incentive bonus.
  - Parental leave program.
  - Arc’Adventure employee recognition program (all-expenses-paid outdoor trip for a week).
  - Learning and development programs (leadership development, skill-building).
  - Onsite amenities at ARC’One manufacturing hub (gym, free shuttle, cultural celebrations, ESL courses).
- **Engineering/Creative Culture**: Close collaboration between designers, athletes, and makers for rapid iteration; human-centred design approach.

## Sources
1. [linkedin.com](https://linkedin.com/company/arc-teryx-equipment-inc-)
2. [arcteryx.com](https://arcteryx.com/us/en/explore/whoweare)
3. [arcteryx.com](https://arcteryx.com/us/en/careers/corporate-opportunities)
4. [arcteryx.com](https://arcteryx.com/gb/en/careers)
5. [jobs.lever.co](https://jobs.lever.co/arcteryx.com?workplacetype=hybrid)

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