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 猎头职位：Shanghai-Customer Relations Manager-30W |
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jackiesong
[博客]
头衔: 海归中将
加入时间: 2010/01/25
文章: 1724
海归分: 499049
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作者：jackiesong 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
A Swedish based furniture retailer is seeking Customer Relations Manager (supervise 70-80 staff). Below is the JD:
Competence Profile
JOB TITLE / FUNCTION Store Customer Relations Manager/Customer Relations
REPORTS TO: Store Manager
MATRIX: Country Customer Relations Manager
XXX VISION: To create a better everyday life for the many people.
XXX BUSINESS IDEA: We shall offer a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible will be able to afford them.
XXX HR IDEA: To give down-to-earth, straightforward people the possibility to grow, both as individuals and in their professional roles, so that, together, we are strongly committed to creating a better everyday life for ourselves and our customers.
GROWING XXX TOGETHER 2010 – 2015:
Our main objectives are:
• to be the leader in life at home
• growth and sustained long term profitability
PURPOSE OF FUNCTION:
To drive sales growth and sustained long-term profitability, by establishing and retaining a life-long relationship with existing and new customers. This is achieved by working in partnership with our customers and other functions to:
• secure an easy buying process from home to home, and
• understand and match customers’ needs and expectations now and in the future.
Our aim is to motivate our customers to shop with us more frequently because they trust us to make their shopping experiences successful and their visits worthwhile; as every customer counts.
PURPOSE OF THE JOB:
I am the customers’ voice in my store. I influence my team and colleagues by showing them how we can work together to make a better shopping experience for all our customers. My driving passion is to create an enjoyable and successful shopping experience in my store and encourage our customers to return more frequently, and buy more over time.
I actively work towards fulfilling the four tasks of the store:
• to act as a highly efficient, and staffed, sales mechanism.
• to show home furnishing solutions full of inspiring home furnishing ideas.
• to serve as a well-qualified home furnishing specialist.
• to provide a day out for the whole family.
ASSIGNMENT
Customers
• I lead and manage my team and work with colleagues to understand our local competitor service offers, our customers’ shopping behaviours and their living situations, and use these insights to improve our customers’ shopping experience.
• My priority is to work with my team to secure an easy buying process that will make it easy and convenient for our customers to shop at all times throughout the day and encourage repeat visits to the store.
• I ensure all the XXX shopping tools are in place, in the right quantity and functioning effectively.
• I work with my team and other functions to promote and encourage a customer-focused culture throughout the store to ensure we are first choice for home furnishings and destination for the whole family.
• I always look at our store through the eyes of our customers and walk the shop floor during different times throughout the trading day. I use this opportunity to talk to my co-workers, giving input and encouraging their feedback.
• I regularly meet with our customers to learn from their experiences, ideas and views in order to improve the home to home shopping experience.
• I analyse feedback from our customers and work with my team and other functions to make improvements to our customers’ shopping experience by securing an easy buying process throughout the store.
• I ensure within our store we take a responsible, understanding and friendly approach to customer complaints using the generous return policy in our country, to handle both effectively and efficiently.
• I ensure fast and easy payment processes in my store.
• I take responsibility for ensuring customer guidance throughout the store is clear and up-to-date, and use customer feedback to implement changes that reflect their changing needs.
• I ensure we build strong customer relations over time by optimising the potential of our loyalty programs.
• I monitor waiting times and work closely with my team and other functions to improve scheduling throughout the store to reduce waiting times. I also have solutions in place to handle unexpected increases in waiting time.
• I work with my team and the store team to ensure they make the total store experience family friendly and understand the positive impact this has on our business.
• I use the knowledge and expertise of my country customer relations manager to support me in making improvements to our customers’ satisfaction.
• I collect, analyse customer data and draw conclusions and share them with my country customer relations manager, other store customer relations managers in my country and my colleagues in the store to secure improvements to our long-term customer satisfaction.
• I ensure our store is always a safe and secure environment for visitors and co-workers.
Commercial
I lead and manage my team and work with my colleagues in other functions to optimise the relationship with our customers in order to drive sales growth and sustained, long-term profitability. I do this by:
• co-operating and influencing the commercial team, my team and other support functions to ensure that they understand the customer’s perspective when implementing new solution and evaluating exiting ones.
• knowing my local market and working with the commercial team to support commercial activities, which will convert more visitors to customers, and generate repeat store visits, balancing our business needs with our customers’ needs.
• having in place service agreements with external providers, ensuring these are clearly communicated and priced in store, which support sales. I ensure they deliver a standard of service that contributes to making the XXX store first choice for home furnishings.
• using evaluated customer insights to build my country customer relations plans and actions in order to continually improve how we work with our customers.
• working with my check-out manager and store team to ensure the check-outs are appropriately staffed at all times of the day in order to make it easy and convenient for us to close sales.
• working with my exchange and return team to ensure the area is appropriately staffed at all times and that our after sales care encourages customers to want to come back to shop with us again.
• taking responsibility for resolving escalated customer complaints.
• analysing customer feedback to identify root causes, taking action to improve short and long-term customer satisfaction.
• taking and encouraging my team to take fast action on ideas to improve our customers’ shopping experience, acting on customer feedback, competition and performance analysis.
• educating my team in the XXX Concept, and ensuring that they read and use the appropriate manuals from Inter XXX Systems B.V. and other global solutions to help them maximise our customers’ shopping experience.
• ensuring my managers agree clear expectations and standards with their teams regarding routines and that they regularly follow up on these.
• ensuring quality standards are met in store by focusing on the detail in order that the store is clean and tidy at all times of the trading day.
I develop a customer relations action plan for the store based on insights from our customers’ feedback, the store business plan, taking input from my team and my matrix manager, working with the country customer relations action plan.
I deliver this by:
• clearly communicating the agreed plan to my team.
• coaching my managers to create individual actions plans for their areas of responsibility. agreeing goals and Key Performance Indicators (KPIs).
• following up the plans and communicating progress to my team and colleagues.
People
• I provide an inspiring and motivating direction for my co-workers and engage them fully in the tasks of becoming leaders in Life at Home and generating sales growth.
• I create an environment where the XXX culture is strong and where the diversity of our customers and co-workers is valued.
• I recruit my team through XXX values by identifying what skills are needed to get the job done as well as what motivations and capabilities will compliment my existing team.
• I ensure my managers have the right number of co-workers in the right place at the right time to run their areas successfully.
• I am committed to the development of my team and together we agree individual personal development plans, which reflect their business and personal development needs. I support them in achieving these plans.
• I delegate responsibility to my team to help them grow and develop, according to their individual ability and experience.
• I create an environment of trust by encouraging open, constructive, honest, two-way feedback with my team and other colleagues.
• I secure the training of my team to ensure they are well informed, customer- and commercially-focused, and support our customers’ total shopping experience. I secure customer-focused training throughout the store to ensure co-workers have the appropriate skills and behaviours to meet and support our customers in the best possible way.
• I actively promote the XXX social and environmental commitment and work with my team to understand how, together, we can contribute to sustainability.
• I actively lead and ensure that I have in place a living succession plan.
• I set clear goals and expectations and make time to follow them up with my team.
• I reward good performance and take action to improve poor performance.
• I take an active role in the store management team and share my knowledge and experience, and encourage others to do the same in order to maximise our impact on our customers and business.
• I work with my country customer relations manager and other store customer relations managers, to share ideas for improving our customer satisfaction and profitability.
• I am responsible for my own development and look to my manager and my matrix manager for support in improving my competences.
Financial
I take the country input and co-ordinate it with the store potential in order to agree customer relation goals, which supports the achievement of the agreed store goals.
I constantly monitor our performance against agreed goals, adapting and taking action when required.
I ensure all customer relations initiatives grow our business and support the sustaining of long-term profitability, always considering the impact on customer satisfaction.
I deliver on my agreed goals and Key Performance Indicators (KPIs) by:
• analysing my KPIs and working with my team to create meaningful actions to achieve my agreed goals.
• controlling costs through working in a lean, simple, cost-conscious way using good examples and solutions, and encouraging my team and my colleagues to discover more effective ways of working.
PREVIOUS EXPERIENCE AND SKILLS:
Essential Preferred
Experience of working in a customer-focused successful service industry, responsible for managing a large team. Experience of customer-focused role in the XXX store
Proven ability to understand cause and effect of decisions
Interest in home furnishing as well as a curiosity about people’s life at home
Problem solving experience
Experience of setting and implementing action plans, setting budgets and following up goals Proven record of consistently meeting agreed budgets and goals, and working on plans in excess of one year.
Understand profit and loss and how to affect its result through their actions
Ability to prioritise and organise own work and the work of others in order to make the most efficient use of time available
A passion for getting the best for the customer
Experience of resolving customer complaints, resolving conflict and creating a win-win outcome
Ability to set expectations and provide clear direction – goal setting
Ability to communicate confidently and clearly in English
Experience of working as a coach and trainer
Able to engage your audience and create a passion for your goal.
Experience of adapting to a preferred style of working to get the best out of all the team (situational leadership)
Ability to confront and manage poor performance
Experience of taking commercial decisions based on local market information
Computer literate Computer proficient
Ability to quickly develop knowledge of the local market and business conditions
Self-reliant and motivated with proven ability to work as part of a larger team Ability to influence in a matrix organisation
Ability to read and understand written English Ability to communicate confidently and clearly in English
Analytical and numerical skills
KNOWLEDGE TO BE PROFICIENT TO FULFIL THE ROLE:
I need to gain knowledge on general XXX ways of working within my store as well as knowledge specific to my role as a store customer relations manager. Existing material is available to support me in gaining this knowledge about my role.
MOTIVATION:
It is essential that I have the following motivations:
• The XXX values really reflect my own values.
• I am driven to exceed my goals. I get as much out of helping my team achieve and develop as I do out of my own achievements.
• I am passionate about doing the best for my customer in order to sell more.
• I am interested in home furnishings and identify myself with the XXX range.
• I enjoy working in a fast-paced and future-oriented environment.
• I am hungry for knowledge and want to improve my skills and learning, using this to benefit XXX and grow personally.
CAPABILITIES/SKILLS:
Managing and Leading People
My responsibility is to develop people and business together. I do this by providing an inspiring direction and by getting people to work together towards our common objectives. I establish the trust and respect of the people I work with in order to achieve my agreed goals. I do this through the XXX values and by sharing my knowledge of the XXX organisation, the importance of strengthening XXX and our connection with the everyday lives of the many people. I enjoy taking responsibility. People want to work with me because I challenge and encourage them to help them reach their full potential. I give constructive feedback to colleagues and encourage them to learn from our experiences and to capitalise on past successes.
Driving Business
Becoming leaders in life at home will create growth and lead to the realisation of our vision. I know my market and my customers and work to effectively connect our offer to my customers. I use this knowledge together with my understanding of how my actions affect my business to drive the plans I make and the decisions I take. I also use this to understand my customers and see things from their perspective and anticipate their needs. This creates customer satisfaction and helps support repeated customer visits to the store, making a positive contribution to our profitability and long-term growth. I actively encourage my team to do the same by talking things through with them and listening to their ideas. Through my own example, I encourage working in a simple, lean and cost-effective way.
Leading and Implementing Change
I embrace and successfully use the XXX direction and objectives to change and develop what we do in order to contribute to sustained growth. I look for opportunities to make improvements in the way we work and encourage my team to do the same. I stay objective when change is necessary, I anticipate the impact of that change and remain confident, looking for positive advantages. I look through the eyes of those the change affects to sell the benefits and overcome resistance to ensure the change happens and is maintained according to the agreed goals.
Strategic Planning
I make long-term plans that are aligned with the XXX direction and objectives and take into account trends related to the everyday lives of consumers in my country. My short-term action plans are more detailed and are designed to support the overall long-term plans. I do this using all available resources and clearly communicating my expectations. These plans are flexible to allow for change while still achieving the overall goals. I evaluate the results and use the learning to influence future plans.
Influencing and Communicating Effectively
I am clear on my business needs and the needs of our customers. I communicate these in a clear and structured way, looking at things from the other person’s perspective in order to gain their trust and active support. I listen to the views of others and I am open to altering my perspective to benefit our customers and our business. I monitor progress against what has been agreed to ensure I have been clearly understood.
Defining Goals and Delivering Results
I set and agree goals that challenge my team and I in order to strengthen XXX while meeting or exceeding customers’ expectations and our agreed business goals. I request support from my colleagues, other functions and my manager so that I can deliver better business results and offer similar support to my team. I achieve my goals through continuous evaluation and regular follow-up. I encourage learning from our experiences to influence future plans.
RECOMMENDED KEY PERFORMANCE INDICATORS (KPIs):
Customer Commercial People
VOICE-I know customers expectations
CSI-I am likely to shop again at XXX
VOICE-leadership index development
CSI-Services are offered to support and save time (new)
CSI-it is easy and convenient to shop on my own
CSI-There is helpful and knowledgeable staff when needed
CSI-It is a smooth and consistent experience in every contact (new)
CSI-If something goes wrong I can trust XXX (new)
CSI -Waiting time index
SPECIFIC KEY PERFORMANCE INDICATORS:
Situational and personal KPIs agreed with my line manager.
职位转自：https://www.krimx.com/article/view.asp?id=1988
Krimx.com - 复旦、中欧MBA发起的猎头职位分享网站
作者：jackiesong 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 猎头职位：Shanghai-Customer Relations Manager-30W -- jackiesong - (44091 Byte) 2010-7-25 周日, 18:44 (1070 reads)
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