Customer Service Manager

DECATHLON AUSTRALIA IS LOOKING FOR YOU
Decathlon is an international sporting goods company in over 55 countries worldwide. We are looking for passionate sports lovers in Australia to join our start-up team. Each new teammate will help us serve our purpose each day; ‘Making sport accessible. We started our Australian activity in 2016 with our online business, and we now have 5 large stores and growing network of small format Decathlon Connect stores across Melbourne and Sydney. We are currently recruiting for a Country Leader & CEO for Decathlon Australia.. Find out more at www.decathlon.com.au.
CUSTOMER SERVICE MANAGER
The Customer Service Manager oversees the Customer Service function. They are responsible for ensuring we manage and meet the Customer Service demand by resource planning, improve overall customer satisfaction, be a true Decathlon ambassador and improve the overall economic results for their perimeter.
The Customer Service Manager collaborates with Store Leaders and other key stakeholders to deliver exceptional customer experience and has an active role in advocating for customer satisfaction. This role is permanent, full time position.
KEY DELIVERABLES
Serve as the Customer Satisfaction Leader always putting the customer experience first
Develop, plan and implement strategies to improve customer satisfaction and customer experience on all of the Decathlon channels
Participate in the development and execution of strategic and tactical business plans with other members of the cross functional team supporting the customer satisfaction strategy
Track and measure all key performance indicators weekly and monthly, and take corrective action based on data analysis and customer feedback
Lead a team of customer happiness officers and taking full ownership of recruitment, training and management of the team
Organise priorities by adapting to the current volume of customers, enquiries and ongoing issues
Determining Customer Service requirements by conducting surveys, assessing and categorising customer feedback and continuously analysing data to set stronger benchmarks and frames for best practice
KEY SKILLS
Proven team management and leadership skills
Strong Customer service and influencing skills
Able to recruit, induct and train their own team autonomously
Ability to multitask and manage multiple projects and priorities simultaneously
Demonstrated strong business acumen and decision-making skills; ability to identify, prioritise, and articulate highest impact initiatives.
Outstanding analytical skills
Solutions-oriented and able to identify opportunities to improve customer experience
Prior strong retail experience highly preferred
Candidate should have minimum 2 years of experience in a similar role
WHAT YOU NEED TO SUCCEED - WHO YOU ARE
You are an active sports person passionate about Sport; it is part of your life!
You will take the initiative in a start-up environment
You love business and are results-focused
You are a doer, not afraid to be hands on where needed
You have superior collaboration skills
You have international experience working with multinational teams in matrix environment
You have proven experience and success in a similar position
Salary Range: $70,000 - $90,000
Location: Melbourne
Please send your application with a resume and a cover letter to ***************@decathlon.com by 10th of May, 2024.