Customer Service Manager

3 weeks ago

Melbourne, Australia Decathlon Full time

**DECATHLON AUSTRALIA IS LOOKING FOR YOU**

**CUSTOMER SERVICE MANAGER**

The Customer Service Manager oversees the customer service function for their specific perimeter (Victoria). 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, Operations managers, the Digital Ecommerce team and other key stakeholders to deliver exceptional customer experience and has an active role in advocating for customer satisfaction.

**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

**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
- This roles will be based in Tempe, Sydney
- Salary Range: $65,000 - $70,000

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