01Overview
RESPONSIBILITY 1
I ensure to provide a best-in-class customer experienceI 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 furtherRESPONSIBILITY 2 I am the guardian of customer-centricity in my storeI 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 customersOptimise 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 EconomyI 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 capitalI 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. .
