Customer Service Experience Leader

17 hours ago

Central Singapore Decathlon Singapore Full time

At Decathlon, the Customer service experience leader's mission is to delight our customers, across all our channels and touchpoints & support the store business.
As a Customer Service Experience Leader, my main responsibilities will be:
“To build & lead local customer engagement and satisfaction project across all channels”
- I implement and animate the “satisfied or satisfied” policy, close to the leaders.
- I am the link between the store, the UHC, E-commerce, instore services including the welcome desk team to satisfy any request from any customer.
- I implement the engagement program to retain active members and engage new ones.

“To delight my customers through an efficient and satisfying checkout experience.”
- I ensure a qualitative welcome desk and employee grooming, embodying it at store level by animating it functionally.
- Pilot my tills activity in order to ensure secure, efficient and autonomous checkout for customers through app and tills.
- Control my team is trained to ensure the safety and security of my customers.

“To animate and develop my business”.
- Support the store's economic performances through the economic and layout management of commercial areas in the store. I work closely with the store’s commercial relay if I’m not.
- I coordinate myself and my team if I have one with the sustainable TO leader in order to optimize my returns for sustainable TO.

“To develop, motivate and take care of the human capital in my team”
- Build and manage my human dream team aligned with the sports project.
- I ensure the Learning & Development of my teammates.I manage my Team (Team & Individual meetings, mission, monthly meeting, timely remuneration & performance).
- Adopt ethical HR and up to date practices

**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**:
Remuneration
- Base starting from 4000$/month up to 4500$/month for new joiners, according to experience
- Monthly bonus, up to 10% of your base salary
- Opportunity to become a Shareholder
- Eligibility to receive profit sharing at the end of the year (based on country performances)

Be an ambassador
- 20% Staff discount on ALL Decathlon products, including bikes, kayaks, tents... All you need for sports : D
- Annual allowance to equip and wear proudly Decathlon shoes and apparels

**Because we care**:

- Medical & insurance coverage
- Dental benefit
- Health screening allowance
- Maternity benefit (female employee only)
- Counseling sessions

Career growth
- Upskill and re-skill through Decathlon Academy
- Internal career progression

Sports together
- Practice of sports after work / during store meetings
- Join a community of sportive people like you

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