Quản Lý Dịch Vụ và Trải Nghiệm Khách Hàng

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 rates.
- 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.
Based on the development plan, after one year, the successful candidate will choose between two other extra responsibilities: HR Relay in store (to manage human capital) or Sustainable Development Relay in store (to develop the store business through a circular economy).