JOB DESCRIPTION

Job title: Customer Relationship Manager (CRM)

Work location: Decathlon Hanoi - Thanh Xuan Store

PURPOSE: 

I guarantee the durable satisfaction of my customers, their fidelity, the development of the awareness of Decathlon/Sport and the economics performances

MY ROLE & RESPONSIBILITIES:

Customer satisfaction

• Guarantee a professional, adapted and personalized dialogue both online and offline

• Guarantee the satisfaction of each customer
• Help my customer before and after the whole purchase process, if he/she wish, in order to develop a personalized relation with him/her

Human Management

• Recruit, train and develop their competencies and talent. I prepare the managers for the company        

• Ensure the professional skills of teammates in cash till and welcoming desk 

• Be the HR referent for the store (hour records for night work, holidays and overtime)

• Guarantee the cash till and welcome desk team planning for the store

• Be the duty manager of the day for the Store (with captain KPIs) 
• Be the example of delighted spirit

Cash flow management

• Manage the cash flow of the store 

• Manage the physical and technical implementation of the Welcome Desk and Cash Till 

• Propose and implant the new services and the best means of payment solutions for my customers 
• Manage all the cash processes in store

WHO YOU ARE?

• You love to work directly with customers daily and at least 1 year at management level

• You are passionate in sport 

• You have experience in Customer Service 

• You are demanding for yourself and your team 

• You love to lead a team by example

• You believe in a cooperative/participative way of leadership, you are positive, dare to take challenges, and adaptable 
• You are fluent in Vietnamese and English 

My KPIs

• TO progression (perimeter)

• Customers progression

• KPI for the differents tools used

• Average time of reply for a person external to the team

• Customer satisfaction rate (NPS) 

• Cash till productivity 

• Cash flow management 

• Cash till discrepancy

• Training teammates for cash till & welcome desk 

• Till transaction time 

HOW TO APPLY?

Please send us your motivation to join the Thanh Xuan project as CRM Leader by 15 FEB 2022. We will then launch a collaborative recruitment process with our team. If you have any questions please do not hesitate to contact: thuy.phanthithu@decathlon.com