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).

REQUIREMENTS:

- You have at least 3 years of relevant experience in customer service or operations in the Retail/ FMCG Sector and demonstrate strong leadership skills, customer customer-oriented mindset, and excellent empowerment.

- You are autonomous in the fundamental technical competency of a leader.

- You have an excellent sense of cuser delight.

- You are fluent in Vietnamese and English.

- You believe in a cooperative/participative way of leadership (with a sense of functional and project management), you are positive, dare to take challenges, and adaptable.

- You have excellent communication skills (oral and written).

- Analytical skills to debrief, write, and implement action plans.

- Autonomous and proactive, especially in creating your network internally and externally.

- Concrete creativity to find the most adapted solution for local needs.

YOUR BENEFITS:

- Monthly performance bonus and 13th salary.

- Annual Salary review in March.

- 18 annual leave days, plus 02 days off for Christmas and Vesak Day.

- Social Insurance according to Vietnamese Labor Law and Health Insurance for all family members.

- Annual health check.

- Phone and sports practice allowance.

- Several training courses to increase your competence with great opportunities for career development.

- Business trips are paid for by the Company.

- Attractive staff discount for all purchases in Decathlon stores.