THE JOB As a Customer Service Manager, you'll lead by example to ensure exceptional service and a seamless shopping experience for every customer. You'll oversee the efficiency and accuracy of checkout processes, resolve customer inquiries with professionalism, and implement strategies to enhance satisfaction and loyalty. Your role will also involve training and motivating your team to deliver best-in-class service, fostering a positive and customer-focused store environment. What You'll Do: • Lead and Develop a High-Performing Team • Build a positive and engaging work environment where Decathlon’s culture thrives (Management scheme). • Decide on the commercial project for my activity, using the store project and the UK customer service project. • Animate the team to contribute to the UK CS project. • Ensure all team members are trained and equipped to exceed customer expectations while aligning with our strategic goals. • Respect and enforce staff policies and legal regulations, creating a fair and inclusive workplace. • Ensure best-in-class customer service experience • Animate and manage the promotion of the membership program by store teammates. • Analyze and answer the customers reviews to contribute to the continuous improvement of the customer satisfaction, create action plans following their analysis. • Ensure all store teammates are trained on CS1 & CSL2, animate and provide this training respectively. • Set up experiential and effective layouts around the checkout that highlight the breadth of our product and service offer (Till line, C&C inventory etc.). • Provide a high-quality C&C area that is clearly visible. • Ensure accuracy of cashing experience • Ensure accurate, reliable and secure cashing and welcoming processes. • Provide reliable payment solutions that meet customer needs. • Implement the cashing area according to guidelines. • Ensure that checkout tools and systems are in good working order. • Schedule and forecast customer service hours. • Animate and analyse payment errors, correct and train where necessary. Who You Are: We're seeking a passionate and driven leader who embodies our values and is excited to inspire their team to achieve outstanding results. You are: • A Sports Enthusiast and Leader: You're passionate about sports and dedicated to fostering a thriving team environment. You prioritise tasks effectively, are organised, and excel at collaboration and knowledge sharing. You actively listen, communicate persuasively, adapt to challenges, and demonstrate efficiency and emotional intelligence. • Customer-Centric: You're dedicated to providing exceptional customer experiences and building strong relationships with the community. • A Strategic Thinker: You possess strong analytical and problem-solving skills, enabling you to develop and implement effective strategies to drive business growth and achieve key performance indicators. • An Effective Communicator: You communicate clearly and persuasively, actively listen to understand diverse perspectives, and provide constructive feedback to foster growth and development. Key Skills and Abilities: In addition to the above qualities, you possess the following skills and abilities or demonstrate the capacity to quickly learn and effectively apply them: • Planning & Forecasting: Develop and implement action plans to ensure your team is prepared for key periods throughout the year, promoting relevant products and services to meet customer needs. • Performance Management: Manage the performance of your department, including layout optimisation, product promotion, and stock availability, to maximise sales and profitability. • Sales Force Management: Lead and motivate your team to achieve sales targets and develop business opportunities. • Stock Management: Ensure stock reliability, optimise stock performance, and maintain profitability through effective inventory management practices. • Commercial Strategy: Analyse market trends, define target audiences, and develop and implement commercial strategies to achieve business objectives. • Product Range Selection: Curate a product range that meets the needs of your customers and aligns with seasonal demands. • Financial Management: Understand and manage the department's profit and loss statement (P&L), ensuring economic viability and profitability. • Activity Management: Lead and debrief team activities, implement action plans, and monitor progress towards objectives. • Circular Economy Promotion: Promote and encourage the use of circular services, such as product trade-ins, second-life options, repairs, and rentals, to support sustainability initiatives. • Safety & Security: Ensure a safe and secure environment for customers, teammates, and products, upholding safety regulations and protecting customer data. • Team Development: Foster team cohesion, collective intelligence, and a shared vision to achieve common goals. • Staff Management: Develop and mentor teammates through performance reviews, identify individual needs, and provide opportunities for growth and development. • Recruitment & Onboarding: Define recruitment needs, attract and recruit talented individuals, and ensure smooth onboarding and integration of new teammates. • Human Resources Management: Oversee the legal framework for staff management, define organisational structure, and coordinate team flexibility to meet business needs. • Scheduling & Operations: Manage daily store operations, including scheduling, task allocation, and resource management, to ensure efficient and effective workflow. In addition to these skills and abilities, you're comfortable working in a dynamic retail environment, including weekends and holidays, and are excited to contribute to the success of our team. International. Sports enthusiasts. Collaborative team members. Stronger together through our driving force to move people through the wonders of sports. At Decathlon UK, we offer Careers That Let You Play. As part of the DECATHLON Group, one of the world's largest sports retailers headquartered in France, we specialise in creating sports products and distributing them through online and physical stores across 56 countries with over 1,700 locations. With over 40 stores in the UK, our mission is to be the spirited cheerleaders of sports and healthier living in the nation