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Customer Satisfaction Manager

Customer Satisfaction Manager

Decathlonpune, India
2 days ago
Job description

Posted on 03 / 08 / 2025

Mission

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)

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).

    • 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)

    • 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)

    • Profile

    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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