Customer Relationship Management Executive

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)

Analyse customer feedback at all touch points (Customer Support, UnsatPOS, Social Listening, Store GMB Reviews and WOW) so that actions can be derived to enhance the experience further

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).

I make regular decisions with my Team (Store Team + Captains of the Day) to improve the local customer experience suited to my catchment so that my store is the most loved sports brand.

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)

Provide Cash Counter process training to store teammates to impact Checkout Timing and Cashier Discrepancy)

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)

RESPONSIBILITY 5

I recruit, develop, motivate and take care of human capital

I lead by example by sharing our values, culture, and human fundamentals with my teammates.

I anticipate human needs and recruit talents with my commercial strategy and economic activity.

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