Customer Experience Team Leader

🗏Job Type

Full Time

LEROY MERLIN is a part of ADEO which is Head Quartered in France, Europe. ADEO boasts a workforce of over 120 000 Employees, 34 Autonomous Companies in 14 countries, dedicated to 15 retail chains with an annual turnover of over 304 Billion ZAR.

We are a privately-owned family business and our values: Respect, Integrity, Honesty, Simplicity, Close connection, Performance spirit, Consistency and Generosity are core to our culture. We are also globally engaged in sustainable environment developing as most as possible the business where we are.

As the founding enterprise of ADEO, LEROY MERLIN specializes in home improvement Omnichannel Retailing.

ADEO is the World’s 3rd largest DIY retailer in addition to being number one in France, Italy, Spain, Portugal, Russia,… LEROY MERLIN started operations in Johannesburg a few months ago with the opening of the “CAMPUS” in Greenstone, Stoneridge Commercial Centre. CAMPUS has been invaluable in aiding us to gather quantitative and qualitative feedback from our customers and industry partners. The insights gained have helped us prepare our Africa commercial plan.

LEROY MERLIN objective is to develop the market of home improvement by bringing innovation and affordable choices to our customers. LEROY MERLIN is driven to help customers improve their homes and to live a better life.

To support the launch of this new company, we are looking for a Customer Experience Team Leader based in Johannesburg East.

Purpose of the Role

To ensure that the customers have an exceptional experience, build and maintain customer and brand loyalty, Animate and guide the team and to manage service process of the department.

To manage the Contact Center, Cash line, services desk and ensuring that service levels are adhered to, ensure efficient workforce planning.

Key Responsibility

Participate in the development and implementation of the business strategy.
Manage the team according to business values, culture and policies
Implement department objectives
Ensure that the KPIs of the department are met within budget and time frames
Track and monitor service levels and implement action plan to improve.
Manage the customer feedback process ‘’voice of customer’’
Manage relations with different stakeholders – HOD’s, Hostesses, customers, etc.
Manage the call center, cash line and services desks, scheduling, coaching, manage customer waiting time, workflows, call backs and escalations
Manage store events
Manage social community both online and offline
Optimization of quality and services offered to customers
Ensure the speed and the reliability of the department
Ensure compliance with all internal control procedures
Ensure all processes enhance the quality of service offered to customers
Develop numerous services of the store: Welcome point, financial service, loyalty card, etc
Ensure exceptional relationship with our customers
Minimum Matric or equivalent
Proven experience as a sales consultant
Extensive product knowledge
Passion to serve
Friendly, helpful, confident and engaging personality
Genuine liking to working with people
Problem solving skills
Understanding of pricing methodologies
Exceptional customer services
Proficiency in English
Curious and assumes initiative
Relationship management
Hardworking and lives by example
Ability to deal with a customer portfolio at each step of the sales process (before, during, after)
Ability to use different channels to realize sales (emails, WhatsApp, phone…)
Ability to multi-task


Apply Here http://bit.ly/2MJJq8U

Job id : , #71660, 29 views,

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