Store Customer Service Manager

About the role

Decathlon is hiring a Store Customer Service Manager in Singapore. The role leads the customer experience at the store, mobilizes teammates to deliver a best-in-class service and supports profitable, sustainable growth. It covers people management, omnichannel development, store operations and the welcoming and cashing experience.

Key responsibilities

• Manage the team: recruit and onboard talent, define its human organization, ensure well-being and lead the management scheme
• Manage compensation in line with internal policy, performance and compliance with legal and contractual obligations
• Develop the omnichannel business through local initiatives, analyze customer data and integrate store services into the commercial policy
• Manage digital in-store and out-of-store processes (orders, lockers, SFS) and measure the impact of actions on store P&L
• Manage the welcoming and cashing experience: forecast and schedule hours, optimize the checkout journey, ensure security procedures and keep cash tools in good working order
• Animate the loyalty program and mobile app, customer reviews and action plans, and co-build the events and partnership roadmap

Required profile

• Customer centric, results-oriented and empowering
• Adaptable to change, with strong organizational sense
• Excellent verbal, digital and written communication
• Team player passionate about sports

What we offer

• Monthly bonuses of up to 20% of base salary, shareholder opportunity and annual profit sharing
• Career progression through internal training and across retail and support teams
• Flexible spending allowance for sports and health, 20% staff discount on all products, medical and insurance coverage, dental benefits, health screening allowance, maternity benefits and counseling sessions
• Sports and community activities after work or during team meetings