Job Description

Posted on 26/07/2025

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)
  • 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.

    • Profile

    Are you a person who would love to work with people and enjoy collective decisions?

    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.

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