Customer Satisfaction Manager Job in Ghaziabad at Decathlon Sports India Private Limited

Decathlon Sports India Private Limited is hiring for the role of Customer Satisfaction Manager!

Responsibilities of the Candidate:

• 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
• 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. 
• 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)
• 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)
• 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

Requirements:

• 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.