Customer Service Manager

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!

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