Requirements: English
Company: Decathlon
Region: Evere , Brussels
We''re looking for a Head of Customer Service to leadthe transformation of our international operations. Today, each ofour countries uses different tools and processes. $ Design, align,and roll out a customer-centric system that elevates our service tobest in class levels : Define and deploy a unified customer servicevision across all Decathlon Marketplace countries. Audit existingtools and processes across countries and identify gaps andimprovement areas. Lead the harmonization of customer service tooland processes. Change management plan and onboard local teams intoa global, scalable approach. Implement new KPIs and dashboards totrack them Collaborate closely with local and global teams (tech,logistics, sellers, operations) to ensure customer satisfaction.Benchmark best practices and bring innovation. (e.g., AI chat,automation, self-service). Lead a community CRC across thecountries to ensure alignment and continuous improvement. You speakfluent English and feel comfortable working in an internationalenvironment. You have 7 years of experience in customer service,ideally in e-commerce or marketplaces. You are an expert indesigning and optimizing scalable customer support processes andtools. You are a strong communicator and facilitator, able to drivealignment across diverse teams and cultures. You have experience intransformation projects and are skilled in change management andstakeholder engagement. You are data-driven, with a stronganalytical mindset You are proactive, hands-on, and passionateabout delivering a seamless and human customer experience.Decathlon HQ