We're looking for a Head of Customer Service to lead the transformation of our international operations. Today, each of our countries uses different tools and processes. $
Design, align, and roll out a customer-centric system that elevates our service to best in class levels :
Define and deploy a unified customer service vision across all Decathlon Marketplace countries.
Audit existing tools and processes across countries and identify gaps and improvement areas.
Lead the harmonization of customer service tool and processes.
Change management plan and onboard local teams into a global, scalable approach.
Implement new KPIs and dashboards to track 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 the countries to ensure alignment and continuous improvement.
You speak fluent English and feel comfortable working in an international environment.
You have 7+ years of experience in customer service, ideally in e-commerce or marketplaces.
You are an expert in designing and optimizing scalable customer support processes and tools.
You are a strong communicator and facilitator, able to drive alignment across diverse teams and cultures.
You have experience in transformation projects and are skilled in change management and stakeholder engagement.
You are data-driven, with a strong analytical mindset
You are proactive, hands-on, and passionate about delivering a seamless and human customer experience.