Dear members and interested parties,
It always becomes very indebted.
This is Kida, the representative.

The Universe Group (UNIVERSE CLUB, UNIVERSE INTERNATIONAL, THE SALON) is undergoing organizational changes in preparation for April.

The department, department name, and boss will be changed
This is mainly an internal change, but we would like to inform you that there will be a change in the coordinator in charge and some changes in operations.

Organization before change

Customer Success Group (Sales) 80 people
under it
North Japan unit (Sapporo, Sendai),
Kanto unit (Omiya, Chiba, Yokohama)
Tokyo unit (Shinjuku, Shibuya, Ginza)
West Japan Unit (Nagoya, Fukuoka, Okinawa)
Kansai unit (Umeda, Shinsaibashi, Kobe, Kyoto)
Interunit (Domestic, Singapore, Taiwan)
It was a system.

Here is the change as below

●Organization after change

field sales group
* Responsible for black class male members
* Responsible for admission interviews for men and women

East Japan unit (FS1-FS4)
FS1 Team Sendai, Shinjuku
FS2 team Sapporo, Omiya, Yokohama
FS3 Team Ginza, Chiba
FS4 Team Shibuya, Niigata

West Japan Unit (FS5-FS7)
FS5 Team Kyoto, Hiroshima, Fukuoka, Okinawa
FS6 Team Umeda, Shinsaibashi, Kobe
FS7 Team Nagoya

Inter unit (FS8)
FS8 Team Domestic Foreigners, Singapore

Customer Success Group
* Responsible for male members other than black class

East Japan unit (CS1-CS4)
CS1 team Sapporo, Sendai, Omiya, Chiba
CS2 Team Tokyo
CS3 Team Tokyo, Yokohama

West Japan unit (CS4-CS6)
CS4 Team Kyoto, Hiroshima, Fukuoka, Okinawa
CS5 team Umeda, Shinsaibashi
CS6 Team Nagoya, Kobe

store group
store unit
SALON team

Example)
・ Sendai Branch, CS1 team staff in charge of setting up dates for platinum class male members,
・The staff of the FS5 team will be in charge of setting up dates for male members of the Black Class at the Okinawa branch.

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Why change to this form

• • To increase the advantage for black class members (FS team interviews all women, so we can introduce women preferentially to black class men)
  • The FS team will come to the office and meet directly with members, aiming for high-quality communication that takes more time.
  • The CS team works from home and aims for safe and highly efficient data matching using CRM (Customer Relationship Management System).
  • In order to improve the skills of our employees, we formed teams across regions.As a result, we would like to create a moderate competitive environment by setting customer satisfaction as a KGI for the entire company and setting KPIs for each group, such as member renewal rate and usage frequency, in a state of "not too busy and not too free." increase
  • By dividing the team (territory) by role rather than by physical region, we will increase the specialization of employees and aim to differentiate from other dating clubs and dad live apps.In addition, since a local team can support overwork at another site, it is possible to operate with a minimum number of people and a minimum area, resulting in a significant reduction in fixed costs.schedule.
  • Invest the reduced fixed monthly costs in your engineering team to continuously update your application.

What specifically will change for members?

• • The face of the person in charge changes.In particular, there is a high possibility that the correspondence of members other than the black class will change to another employee.
  • The destination email address and phone number will be changed to those specific to the team.We will inform you about this separately.
  • Until now, there were no days of the week when admission interviews could not be held at all branches except for New Year's, but in Kyoto, Hiroshima, and Okinawa, we will have about two days a week when we are closed for face-to-face enrollment interviews.
  • We will expand the functions of the call center for women and establish a new enrollment support department for men and women.At the same time, we will take the primary response as a point of contact for complaints and SOS from members.

● Date of change

From February 2th, the team system will be transferred, and after making adjustments for one month, we are aiming for official full-scale operation from April 17st.

● Apology

Due to the system transition, there will be large-scale changes to the internal systems of email, LINE, and telephone.This may result in temporary response delays or confusion.

From Kida

This organizational change is a change based on an idea I had been thinking about for a year and the impact of the forced telecommuting due to the corona crisis.
Marketing
Inside sales
field sales
Customer success
These four cycles are based on THE MODEL proposed by Salesforce.
The business format is different between Salesforce, which offers a subscription (unlimited use of the system for a monthly fee) service in BXNUMXB, and Date Club, which offers date setting in the form of BXNUMXC with an annual contract, but I think the idea is the same. So I tried to enter from the shape.
The marketing department acquires prospective customers, the inside sales department selects and nurtures prospective customers, and the field sales department takes over when the benefits of joining the date club are embodied by the customer.
Field sales draws the best story for men and women members and works together to realize it.
If a member's needs are "I don't need a tripod, I choose a woman on my own", please join the platinum class or lower, and we will devote ourselves to smooth schedule adjustment and recommendations.
Currently, 1% of our customers are able to renew in the following year after using it for one year.
We are very grateful that 65% of our customers are able to receive renewal fees that are not cheap despite various circumstances.
However, in a long life, there are times when we are busy and times when we are lonely, so our inside sales department will use marketing automation and other means to create opportunities for members who have withdrawn to come back someday.
Universe Club will celebrate its 11th anniversary in November this year, but rather than being a member for 10 years, I would like to build a relationship with members that is like a bad friend that you can remember and use at each moment of your life. is my wish.

Universe Group Representative
Satoshi Kida