Store Customer Service Manager

Decathlon Group; Singapore; On-site; SGD 70,000 - 90,000; Full time

Benefits offered by this job

Monthly bonus up to 20%

Profit sharing at year end

Shareholder opportunity

Decathlon University for upskilling

Staff discount

Medical and insurance coverage

Maternity benefits

Job summary

Decathlon is seeking a Customer service experience leader to delight customers across channels and support the store business. You will mobilize store teammates to deliver best-in-class service and drive profitable, sustainable growth.

Lead human capital, design organization, recruit talent, and ensure well-being and compliance, while enhancing omnichannel initiatives and customer journeys. You will manage the loyalty and mobile app promotion, oversee cashing and welcoming processes, and craft

Qualifications

• Develop, enrich, and take care of human capital.
• Define a target human organization for current and future challenges.
• Recruit and onboard complementary talents without compromising criteria.

Responsibilities

• Develop my omnichannel business through local initiatives.
• Analyze customer data and drive omnichannel customer growth.
• Integrate store services into the store policy and ensure seamless journeys.

Skills

Customer-centric

People leadership

Store operations

Data analysis

Communication skills

Tools

POS systems

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!