苏州招聘

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 company 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/Business
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 company 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 company Concept, and ensuring that they read and use the appropriate
manuals from Inter company 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.

Email：candyhu@hrvision.com.cn

  好眼力管理咨询是一家专业的猎头公司，拥有10多年的经营，致力于为国内大型外资企业提供专业的管理、技术中高级人才。

  好眼力拥有优秀受过严格训练的团队成员，他们有着相关的行业背景及专业的技术知识，拥有多年猎头工作经验，良好的服务意识及沟通协调能力，具有优秀的责任感及团队合作精神。我们已为众多跨国公司、高科技企业和境内上市公司成功地猎取了众多精英人才。