Manager, Guest Services - Korea

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.

Responsibilities

Translate 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; Partner with regional and global Guest Services teams to prioritize and implement new capabilities, standards, technologies, and ways of working within Korea; Lead, coach, and mentor Guest Services Representatives with specialized responsibilities while supporting day-to-day service operations and team objectives; Lead and monitor local service operations and resolution processes, partnering with regional and global teams to adopt best practices; Guide quality management and performance reporting to ensure service standards, guest experience goals, and operational metrics are achieved; Lead Voice of the Guest reporting and programs, translating guest insights into actionable recommendations; Support projects and initiatives that impact the guest experience, ensuring Korea Guest Services requirements are incorporated into solutions; Identify and lead opportunities to improve service processes, reduce guest friction, and strengthen the end-to-end guest experience; Partner with Technology and Global Guest Services teams to improve service capabilities, reporting, automation, and operational effectiveness; Assess future capability, process, and organizational needs, helping build a sustainable Guest Services operating model for long-term growth in Korea; Collaborate with the Global Guest Services Training team to align training content, standards, and development programs with the desired service experience; Evaluate and implement AI-enabled service capabilities that improve guest and employee experiences; Support the introduction of new service channels and engagement capabilities (e.g., messaging, social, automation); Partner with regional and global leaders to share best practices and support adoption of new standards, technologies, and operating models within Korea

Requirements

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; Leadership experience managing teams, with the ability to develop and coach employees across multiple functions; Strong problem solving and decision-making skills, able to use rigorous logic and methods in a dynamic, complex, frequently changing environment; Highly effective verbal and written communication skills; Communicates effectively with compassion, empathy and clarity; Adept collaborator, negotiator, and influencer who can build alignment across cross-functional, regional, and global stakeholders; Excellent attention to detail and a strong bias towards execution; Proficient in Microsoft Office and comfortable working with service performance data, reporting, and analytics; Sets a clear vision, aligns the team around common objectives, and fosters commitment to them; Experience working with customer service technologies, CRM platforms, reporting tools, or operational systems, and comfortable supporting technology and process improvements; Self-driven problem solver, always looking for a better way of getting things done; Experience working with remote teams and across regional teams; Proactive in identifying root causes of issues and developing solutions; Highly flexible and adaptable when faced with ambiguity; Effectively balances autonomy and collaboration; Inspires breakthrough thinking and continuous improvement; Seeks the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right

Nice to have

Experience with AI-enabled service capabilities, messaging, social, and automation channels would be beneficial; Passion for getting outside and living the brand's outdoor lifestyle