Store Customer Service Manager

Decathlon Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Monthly bonuses up to 20%

Profit sharing

Shareholder opportunity

Staff discount 20%

Medical & dental coverage

Maternity benefits

Health screening allowance

Counseling services

Sports health allowance

Job summary

Decathlon Singapore is seeking a Customer service experience leader to delight customers across all channels and support store growth. The role focuses on mobilizing store teammates to deliver best-in-class service and profitable, sustainable outcomes.

You will shape the store's human capital, recruit and onboard talent, manage performance, and ensure legal and policy compliance while driving omnichannel services and a superior customer journey.

Qualifications

• Leadership and people management capabilities.
• Strong focus on customer experience across channels.
• Experience shaping omnichannel store strategies.

Responsibilities

• Develop, enrich and care for human capital within the team.
• Recruit and onboard talents while upholding criteria.
• Lead management schemes and align with internal policies.
• Ensure compliant and ethical conduct across operations.
• Develop omnichannel initiatives and integrate store services into policy.
• Manage cashing, welcoming procedures and optimize the checkout flow.
• Animate loyalty programs and drive customer reviews for action plans.

Skills

Leadership

Customer experience

Omnichannel

People management

Communication

Job description

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

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 !

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!