Customer Satisfaction Manager

RESPONSIBILITY 1

I Ensure To Provide a Best-in-class Customer Experience

• I ensure the entire Store team acts with a “CUSTOMER FIRST” mindset where we find solutions for all the customers walking in.
• I am at the service of my customer queries at the welcome desk with mediums of Face-to-face, calls, emails, social media, and proactively finding solutions, after-sales, and other touchpoints.
• Gain deeper knowledge of CX after understanding CRM systems and practices. (CX Tools - Exotel/Salesforce/Medallia, Strategies - Welcomer/Goodbyer, Trail Room)
• Analyse customer feedback at all touch points (Customer Support, UnsatPOS, Social Listening, Store GMB Reviews and WOW) so that actions can be derived to enhance the experience further
  
  

RESPONSIBILITY 2

I am the guardian of customer-centricity in my store

• I ensure 100% of my customers are greeted and welcomed at my Welcome desk, my Layout, and my Team - all are @ the SERVICE of my customers.
• Provide Training for teammates to enhance customer assistance skills (Basic Interaction / WOW CX / Cash Counter Management)
• Fulfilling the promise of being “Available or Available” by promoting Store-Assisted Orders and App Downloads (for Future Purchases and CLV).
• I make regular decisions with my Team (Store Team + Captains of the Day) to improve the local customer experience suited to my catchment so that my store is the most loved sports brand.
  
  

RESPONSIBILITY 3

I Prioritise a Smooth Checkout Experience For Customers

• Optimise Cash Counter Operations for efficient Checkout Experience (emphasise 50:50 Self Checkout, Reduce Not Satisfied Customers for Checkout Experience)
• Provide Cash Counter process training to store teammates to impact Checkout Timing and Cashier Discrepancy)
  
  

RESPONSIBILITY 4

I Develop my Store Business through a Circular Economy

• I enable the Sustainable Business Development of Products (Buy-Back, Second-Life)
• I offer my customers the relevant After-Sales services/Repair and Maintenance (Eg, Cycle/Equipment Service, Stringing, Printing)
  
  

RESPONSIBILITY 5

I recruit, develop, motivate and take care of human capital

• I lead by example by sharing our values, culture, and human fundamentals with my teammates.
• I anticipate human needs and recruit talents with my commercial strategy and economic activity.
  
  

Are you a person who would love to work with people and enjoy collective decision

Strong ability to analyze customer feedback, identify issues, and implement solutions.

A genuine passion for delivering exceptional customer service and building strong customer relationships

Comfortable using CRM systems, social media platforms, and other technology to enhance customer experience

Keen to adapt/learn to Omnichannel expertise to blend online and offline customer experiences through digital tools and data analysis to optimize business performance.

Potential Career Paths

• Store Director`
• User Happiness Ambassador
• User Happiness Leader
• Product Review team
• Voice Of Customer/Foresight team
• Customer Experience Leader

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