LOCATIONS: Vincom Mega Mall Royal City

MY MISSION:

• Make the omnichannel customer experience delightful.
• Develop trade through the economy of use and services in my store and my catchment area.

MY MAIN KPIs : 

• Store TO growth
• Conversion Rate %
• Cuser delightment (Mystery Shopper, Google review)

MY RESPONSIBILITIES:

1. Develop store sales by leading the services policy.

• Build and manage services policy directly generating TO or contributing to our products‘ sales (Test, in-store credit, insurance, gift cards...).
• Communicate services physically (store and dept.) and digitally
• Lead teammates (Dept. Mgr, Sales Assistants...) by making them responsible and getting them involved in the promotion and sales of services.
• Lead services business trajectory, along with the action plans.

2. Build and lead customer engagement and satisfaction policy in all channels.

• Introduce teammates and customers to the loyalty program and manage it.
• Facilitate the development of a good quality portfolio of members and identified transaction rate
• Ensure the quality of local omni-channel communication to generate traffic
• Facilitate physical or digital customer feedback to ensure they are delighted.
• Facilitate customer welcome to ensure customer satisfaction and increase the conversion rate.

3. Build and facilitate a local payment processing policy

• Manage payment solutions matching customers‘ experience (QCO, traditional, mobility…)
• Define the payment area helping to maximize customers‘ self-service.
• Manage the payment processing activity in terms of operations and human resources required
• Guarantee the store teammates‘ customer service/payment processing training.
• Guarantee back office management and compliance with customer service and payment processing procedures

Based on the development plan, after 1 year, the successful candidate will choose between 2 other extra responsibilities: HR Relay in store (to take care of human capital) or Sustainable Development Relay in store (to develop the store business through a circular economy).

REQUIREMENTS:

• You have at least 3 years of relevant experience in customer service or operations in the Retail/ FMCG Sector, and demonstrate strong leadership skills, a customer-oriented mindset, and excellent empowerment.
• You are autonomous in the fundamental technical competency of a leader.
• You have an excellent sense of customer delight
• You are fluent in Vietnamese and English
• You believe in a cooperative/participative way of leadership (with a sense of functional and project management), you are positive, dare to take challenges, and adaptable.
• You have excellent communication skills (oral and written).
• Analytical skills to debrief, write, and implement action plans.
• Autonomous and proactive, especially in creating your network internally and externally.
• Concrete creativity to find the most adapted solution for local needs.

YOUR BENEFITS:

• Monthly performance bonus and 13th salary.
• Annual Salary review in March.
• 18 annual leave days, plus 02 days off for Christmas and Vesak Day.
• Social Insurance according to Vietnamese Labor Law and Health Insurance for all family members.
• Annual health check.
• Phone and sports practice allowance.
• Several training courses to increase your competence with great opportunities for career development.
• Business trips are paid for by the Company.
• Attractive staff discount for all purchases in Decathlon stores.