Quản Lý Dịch Vụ và Trải Nghiệm Khách Hàng

We are recruiting the new role: Customer Service and Experiences for all stores in Hanoi. Let's join us in this exciting evolution!
LOCATIONS: Decathlon Thanh Xuan Store - Vincom Mega Mall Royal City
MY MISSION:
- Make omnichannel customer experience delightful.
- Develop trade through the economy of use and services in my store and catchment area.
MY MAIN KPIs:
- Store TO growth.
- Conversion Rate %.
- Cuser delightment (Mystery Shopper, Google review).
MY RESPONSIBILITIES:
1. Develop store sales by leading the service's policy.
- Build and manage services policy directly generating TO or contributing to our products' sales (Test, in-store credit, insurance, gift cards...).
- Communicate services physically (store and dept.) and digitally.
- Lead teammates (Department Managers, Sales Assistants...) by making them responsible and getting them involved in promoting and selling services.
- Lead services business trajectory, along with the action plans.
2. Build and lead customer engagement and satisfaction policy in all channels.
- Introduce teammates and customers to the loyalty program and manage it.
- Facilitate the development of a good quality portfolio of members and identify transaction rate.
- Ensure the quality of local omni-channel communication to generate traffic.
- Facilitate physical or digital customer feedback to ensure they are delighted.
- Facilitate customer welcome to ensure customer satisfaction and increase the conversion rate.
3. Build and facilitate a local payment processing policy
- Manage payment solutions matching customers' experience (QCO, traditional, mobility...).
- Define the payment area helping to maximize customers' self-service.
- Manage the payment processing activity in terms of operations and human resources required.
- Guarantee the store teammates' customer service/payment processing training.
- Guarantee back office management and compliance with customer service and payment processing procedures.
Base on the development plan, after 1 year, the successful candidate will choose between 2 other extra responsibility: HR Relay in store (to take care of human capital) or Sustainable development Relay in store (to develop the store business through a circular economy).