What you will do:

• Work with the rest of customer relation team to ensure the different functions are appropriately staffed at all times of the day in order to make it easy and convenient for customers
• Ensure the timely good movement return stock is as per standards
• Build a strong Collaboration with other departments to work on Customer Experience Map.
•    Ensure forecasting of work force, considering the waiting times of different areas of Store.
•    Work with the team to promote and encourage a customer-focused culture throughout to ensure we are first choice for home furnishings and destination for the whole family.
• Manage and monitor KPIs of the departments.
• Ensure the highest level of Customer Service at all times and maintain Resolution time for complains
• Check month on month the P&L, comparing the expenses against budgeted & SPLY figures and in conjunction analyze the variances. Moreover, formulate recommendations to the Store Manager, so s/he is able to initiate feasible cost control measures in relation to various store expenses.
• Secure that the store is providing professional service to customers in the Exchange & Returns. Track figures through weekly/monthly KPI reports to ensure control. 
• Develop, implement and control of SOP’s for Check-outs/Exchange and refund teams to protect the Company’s assets and to ensure that all in-store procedures are followed.
• Motivate Check-out/Exchange and refund teams in order to achieve optimum performance and high morale in the work place.
• Prepare plans, set productivities and supervise the HD team to ensure highest levels of work efficiency within the budgeted productivities, motivation and control all the budgeted cost
• Conduct Performance development reviews and develop/create action plans based on the outcomes for the HD team
• Recruit and retain great staff by ensuring their competence and effective training to promote best working practices

Skills

What you will need:

• 7 years experience in a retail/customer service
• at least 2 years experience managing a team 
• strong communication skills
• customer focus