Moriyama Hiroyuki

Senior Customer Experience Manager, Marketing department
- Customer Marketing - Managed all marketing programs for 6000+ Marketo Japan customers, including seminars, webinars, group studies, digital marketing by Marketo, website and contents, booklets.
- Community Marketing - Led and managed the Japan-based largest marketing community Japan Marketo User Group, including 2000+ online community users, 12 offline study groups with 300 active users and 35 study sessions in a year, 300+ participants user party.
- Customer Success - Developed and managed seminar, webinar, group studies, education programs for Marketo Japan users.
- Maintained networking with Customer Success Communities (Japan Customer Success Community, CS Hack, Customer Success Cafe) in Japan. (See below AWARDS and PRESENTATION & ARTICLES)

- Developed the customer experience management system by implementing and connecting the systems for customer relationship management (Salesforce), marketing automation (Marketo), real-time engagement (KARTE), computer telephony integration (BIZTEL), online survey (Questant).
- Awarded Marketo Champion 2017 from Marketo Japan (See below AWARDS and PRESENTATION & ARTICLES).
Improved the conversion rate by 70% and the churn rate by 42%, by designing and implementing automated, personalized and timely touch-points for customers.
- Built up and led the small and highly-motivated customer experience design team, based on strength-based management, psychological safety, and team dialogue, for listening to and learning from customers.
- As head of Customer Experience, developed and published the corporate message of fiduciary duty in order to create customer-centric corporate culture.

- Introduced Strength-based team building using StrengthsFinder to the whole company and introduced the multi-level perspective training to the leadership team.
- Led the project team and improved the delivery delay rate from 4.5% to 0.8%, which also aimed to provide the project-based learning opportunity to junior members.
- Optimized the vehicle allocation and routing planning for delivery then reduced the time taken from 240 min to 30 min per day, by implementing an optimization algorithm system.
- Led and completed the system reform project on customer relationship management and telephony system to deliver the quality customer service prepared for 3-times volume orders.

- Built up the contact center team quickly and effectively before the launch by utilizing a telemarketing outsourcer and developed business processes together with other departments. Afterwards led the team transformation from outsourcing to inhouse contact center to be more quality-oriented team.
- Led the PDCA activities for business process and service quality by making the best use of the voices of customers, involving all the departments like marketing, insurance product and so on. Started the inter-department conversation, called ‘CS committee’ for more effective improvement on decisive business areas. As a result, improved the complaints rate from 1.0% to 0.5% from 2009 to 2011.

- Managed the helpdesk team of 20 engineers and designed the IT support processes and the service level.
- Led the Asia call center consolidation project to centralize the corporate worldwide IT support operation into the seamless global operation by integrating all the call center operation in Japan to Manila and achieved the cost reduction of the call center operation by 60% with keeping quality service level.

Transferred from P&G to HP through the IT outsourcing contract between P&G and HP.
- Led Asia End User Computing services as leader, representing Asia for the global technology service tower teams and the other region, North America, Latin America, and Europe and led the site IT infrastructure teams in Asian countries.
- Executed the SOX-compliance internal audit for the entire IT infrastructure service.
- Led the Gillette Japan IT infrastructure integration project and finished it at scheduled cost and time. Managed 10 engineers and the project cost of around $100,000.