Overview
Customer Experience Manager – Japan Jobs in Minato, Tokyo, Japan at Les Mills International
Title: Customer Experience Manager – Japan
Company: Les Mills International
Location: Minato, Tokyo, Japan
Are you a relationship-driven, commercially savvy professional who thrives on building partnerships, delivering value, and driving growth?
Join Les Mills Japan as a Customer Experience Manager, and play a pivotal role in strengthening partner relationships, accelerating growth, and delivering exceptional experiences across our club network.
In this highly impactful role, you’ll own a defined territory of partners — acting as a trusted advisor who combines data, commercial insight, and genuine relationship-building to drive retention, loyalty, and revenue growth — all while contributing to our mission to create a fitter planet.
In This Impactful Role, You Will
- Develop and execute data-driven territory plans to drive growth and performance
- Identify, build, and convert new club opportunities to strengthen your pipeline
- Maintain clear visibility of sales activity, pipeline, and performance outcomes
- Build strong, trusted relationships with club partners across your territory
- Drive program adoption, upsell opportunities, and revenue growth
- Proactively manage at-risk partners and implement retention strategies
- Deliver partner performance reviews and business insights sessions
- Provide schedule and program analysis to improve club outcomes
- Create value through webinars, insights, and strategic conversations
- Maintain accurate and up-to-date partner activity in Salesforce
- Use data and reporting to identify trends, risks, and growth opportunities
- Translate insights into practical, commercial partner recommendations
- Collaborate cross-functionally to deliver a consistent, high-quality customer experience
- Live and breathe the Les Mills values: United, Be Brave, Change the World
Success In This Role Means
- Growth, retention, and loyalty KPIs are consistently achieved or exceeded
- NPS and customer satisfaction improve measurably
- Strong, trusted relationships are built across your partner network
- Territory plans deliver clear, measurable revenue and program growth
- Partners increase their adoption and depth of Les Mills programs
- Cross-team collaboration is seamless and effective
- You are seen as a trusted, proactive advisor by partners and colleagues
Who You Are
- Proven experience in B2B sales and account management
- Strong track record in customer acquisition, retention, and growth
- Skilled at building long-term, trust-based relationships
- Confident engaging and influencing senior stakeholders
- Comfortable using data and insights to inform decisions and conversations
- Highly accountable, organized, and able to manage multiple priorities
- Collaborative, solutions-focused, and energized by customer-facing work
- Passionate about fitness, sport, or active lifestyles
- Thrive in a fast-paced, change-driven environment
What Sets You Apart
Drive – You are motivated by purpose, take ownership, and consistently deliver results with energy and resilience.
Curiosity – You ask questions, seek to understand, and continuously look for better ways to grow partners and improve outcomes.
Insight – You balance data with real-world understanding, seeing both the detail and the bigger commercial picture.
Courage – You back yourself, take smart risks, and do the right thing — even when it’s not the easiest path.
Impact – You deliver meaningful results while strengthening relationships and elevating those around you.
About Les Mills
Les Mills has been delivering life-changing fitness experiences since 1968. Today, our world-leading group fitness programs inspire millions of people every week across more than 100 countries.
Everything we do is driven by our purpose: to create a fitter planet.
Our values — United, Be Brave, Change the World — shape how we work, collaborate, and grow.
What’s In It For You
- Permanent, full-time role based in Tokyo
- Opportunity to work with a globally recognized, purpose-driven brand
- High-impact role with ownership of partner growth and experience
- Collaborative, passionate, and high-performing team culture
- A workplace that supports growth, wellbeing, and development
- Flexible ways of working aligned to business needs
We believe great teams are built through belonging, equity, and representation. If this role excites you — even if you don’t meet every requirement — we encourage you to apply.
Ready to make an impact? Join us and help shape the future of fitness in Japan.
