Store Customer Service Manager

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

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