Store Customer Service Manager
Decathlon Singapore · Singapore
At Decathlon, the Customer service experience leader's mission is to delight our customers, across all our channels and touchpoints & support the store business.
Mobilize store teammates to offer the best-in-class customer experience locally and serve profitable and sustainable growth
Responsibilities
Develop, enrich, and take care of human capital
- Embody and bring to life the Purpose, Values, the 8 human fundamentals within the team
- Define a target human organization that is suited to the current and future challenges of my activity
- Recruit and onboard complementary talents without compromising on our essential criteria
- Create conditions that ensure the well-being of myself and my teammates
- Lead and implement our management scheme
- Manage compensation in alignment with internal policy
- Manage performance and take necessary actions to achieve objectives
- Ensure compliance with legal and contractual obligations and the company's conduct code
Develop my omnichannel business through relevant local initiatives
- Analyze customer data and take decisions to increase the number of omnichannel customers
- Define and integrate the store services strategies into the store commercial policy
- Manage the deployment of services to ensure a seamless customer journey within each department
- Functionally manage the efficiency of the right hours at the right time with department managers to guarantee store teammates availability
- Manage all the digital in & outstore processes (orders, lockers, SFS)
- Measure & debrief the impact of my actions on the store PNL
Manage Decathlon’s expected customer experience locally
- Act for a safe and secure environment, both during my store duty and on a daily basis
- Animate the promotion of the loyalty program and mobile app by store teammates
- Animate customer reviews and action plans following their analysis
- Embody and animate at store level a personalized relationship that delight every customer
- Co-build, animate and communicate an events (sport events, partnerships) roadmap
Provide the best-in-class welcoming and cashing experience
- Ensure welcoming & cashing security procedures
- Forecast and schedule the cashing & welcome desk hours
- Provide an optimized checkout customer journey (area, payment solutions, customer flow strategy)
- Manage welcoming & cashing processes (return, shrinkage, financing, back-office..)
- Ensure and animate that cash tools are in good working order
Requirements
To conduct this important mission in store, we are looking for people who are :
- Customer centric
- Results-oriented
- Empowering others
- Adaptable to change
- Have strong organizational sense
- Excellent in verbal, digital and written communication
- Team player
- Passionate about sports !
Benefits
💰 A remuneration That Grows With You:
- Monthly bonuses, up to a 20% of your base salary.
- Dive into the opportunity to become a Shareholder and share in the success of our global family.
- At the end of the year, reap the rewards of profit sharing based on the performances across the country.
🚀 Climb the Career Ladder:
- Elevate your skills with the power of our internal Decathlon University. Upskill and re-skill your way to greatness.
- Unlock career progression opportunities across retail and our amazing support teams, with a presence in 79 countries. From product conception and design all the way to retail, your next big move is just around the corner.
💸 Flexibility That Fits Your Lifestyle:
- Enjoy a flexible spending allowance annually for Sports & Health related expenses, including dental, vision and wellness activities;
🛍️ Be the Ultimate Decathlon Insider:
- Enjoy 20% staff discount on ALL Decathlon products – yes, including bikes, kayaks, tents, and everything else you need for your favorite sports! 🚴⛺🛶
❤️ Because We Care About You:
- Comprehensive medical and insurance coverage to keep you covered.
- Flash that winning smile with dental benefits.
- Keep your health in check with a health screening allowance.
- For our female champions, enjoy maternity benefits designed just for you.
- And when life throws curveballs, lean on our counseling sessions for support.
🏋️♀️ Sports, Community, and Bonding:
- Dive into sports and fun after work or during team meetings.
- Immerse yourself in a vibrant community of like-minded, sporty individuals just like you!
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