Ensure a seamless Omnichannel Customer Experience for my users
I AM RESPONSIBLE FOR DEFINING PROJECT RELATED TO CUSTOMER SERVICE AT STORE LEVEL & BUSINESS DEVELOPER
Guarantee the appropriate human structure in the billing counters in accordance with the needs of sports users, customer peaktime and in line with the business model of the store along with relevant KPIs.
I have a thorough understanding of my catchment area and have developed a targeted communication and marketing plan accordingly.
Deciding on commercial activities inside and outside the store that influence greater user satisfaction, acquisition, retention of my customers and to bring in more traffic for my store along with my DPLAY Referent.
Responsible to define the communication plan for store (Instore and Outstore)
I ACCOMPANY MY TEAMMATES THAT ARE PART OF USER EXPERIENCE TEAM
- Individual Decision/Development Meeting(IDM) with teammates every 4 weeks
- Validating teammate’s mission
- Mid year evaluation and Annual Appraisal Meeting with teammates
I BRING IN THE CUSTOMER CENTRICITY & ANIMATE VOICE OF CUSTOMERS
Provide comprehensive training for teammates to enhance customer assistance skills.
Manage offline and social media platforms to understand customer feedback.
Ensure excellent customer experience in all service areas.
Resolve customer escalations and queries at the store level and create action plans for improvemen
BUILD A SEAMLESS CASH COUNTER EXPERIENCE AND ENHANCE TECH PERFORMANCE
Optimise cash counter operations for efficient check out experience
Implement customer flow management solutions for improved satisfaction and conversion.
Provide cash counter process training to store teammates.
Manage product traceability, and recalls.
REAL AFFINITY WITH DIGITAL SERVICES FOR CUSTOMERS
Modernize the store and develop the skills of our employees through Digital Literacy Trainings/Modules.
Understand and assist customer through all the channels (Whatsapp Business, Omni chat etc)
Booster of exclusive services (Store Assisted Sales- Click and collect - Reserve and Collect -Omni Interactions), which enhance the offers and enriches the customer experience.
PROMOTE SUSTAINABLE PRACTISE INSIDE THE STORE
Ensure my customers are aware of the Sustainable invoice solution and promote E Bill inside my store.
Ensure my teammates are aware of the circular sales (Buy back, 2nd life, etc)