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Manager, Guest Services - Korea

Arc'teryx· Commercial – Guest Services
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Goyang, Gyeonggi-doFull-timePosted 1mo ago

About the role

Leader responsible for translating Arc’teryx’s global Guest Services vision into Korea-specific programs, capabilities, and experiences; oversees service operations, guest insights, quality, and continuous improvement while building scalable operating models for long-term growth in Korea.

Responsibilities

  • Translating 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.
  • Partnering with regional and global Guest Services teams to prioritize and implement new capabilities, standards, technologies, and ways of working within Korea, while sharing local insights and recommendations to help shape future improvements.
  • Leading, coaching, and mentoring Guest Services Representatives with specialized responsibilities while supporting day-to-day service operations and team objectives.
  • Leading and monitoring local service operations and resolution processes, partnering with regional and global teams to adopt best practices and continuously improve guest outcomes.
  • Guiding quality management and performance reporting to ensure service standards, guest experience goals, and operational metrics are consistently achieved.
  • Leading Voice of the Guest reporting and programs, translating guest insights into actionable recommendations and sharing learnings with cross-functional, regional, and global partners.
  • Supporting projects and initiatives that impact the guest experience, ensuring Korea Guest Services requirements are represented and successfully incorporated into solutions.
  • Identifying and leading opportunities to improve service processes, reduce guest friction, and strengthen the end-to-end guest experience in partnership with Guest Services leadership and cross-functional teams.
  • Partnering with Technology and Global Guest Services teams to improve service capabilities, reporting, automation, and operational effectiveness.
  • Assessing future capability, process, and organizational needs, helping build a sustainable Guest Services operating model that supports long-term growth in Korea.
  • Collaborating with the Global Guest Services Training team to ensure training content, standards, and development programs are aligned with the service experience we aspire to provide.

Qualifications

  • 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 with rigorous logic and effective solutions in dynamic environments.
  • Highly effective verbal and written communication skills; communicate 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 toward execution.
  • Proficient in Microsoft Office and comfortable working with service performance data, reporting, and analytics.
  • Sets a clear vision, aligns team around objectives, and fosters commitment to these objectives.
  • Experience 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 to get things done.
  • Experience working with remote teams and across regional teams.
  • Proactive in identifying root causes and developing solutions.
  • Flexible and adaptable in ambiguity; balances autonomy and collaboration.
  • Inspires breakthrough thinking and continuous improvement.
  • Seeks best solutions with an unwavering commitment to doing what is right.
  • Passion for work and the outdoors.

Skills

Required:Strategic planningLeadership and coachingChange managementStakeholder managementMS Office & data analysis
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Arc'teryx

Outdoor Clothing, Technical Outerwear, & Accessories | Arc'teryx United States

Arc'teryx is a high performance outdoor equipment company known for leading innovations in climbing, skiing and alpine technologies

outdoorclothingouterwearaccessoriesskiingclimbingalpine
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