We're looking for a Head of Customer Service to lead the transformation of our international operations. Today, each of our countries uses different tools and processes.
Design, align, and roll out a customer-centric system that elevates our service to best in class levels:
1. Define and deploy a unified customer service vision across all Decathlon Marketplace countries.
2. Audit existing tools and processes across countries and identify gaps and improvement areas.
3. Lead the harmonization of customer service tools and processes.
4. Develop a change management plan and onboard local teams into a global, scalable approach.
5. Implement new KPIs and dashboards to track performance.
6. Collaborate closely with local and global teams (tech, logistics, sellers, operations) to ensure customer satisfaction.
7. Benchmark best practices and bring innovation (e.g., AI chat, automation, self-service).
8. Lead a community CRC across the countries to ensure alignment and continuous improvement.
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