Service Capabilities Manager - DFS36131337 in Macau at DFS

Date Posted: 11/19/2021

Job Snapshot

Job Description

The Service Capabilities Manager is responsible for elevating the service behaviors on the shop floor. They facilitate and deliver the service training, coaching and guiding the store teams to provide a memorable shopping experience and that the DFS Service Excellence Vision is bought to life through the demonstration of the service qualities and behaviours.

Key Responsibilities:

• Deliver the DFS Service Excellence training through classroom facilitation and drive the application by frontline staff through effective on-floor coaching.
• Identify service gaps and develop solutions in partnership with Division L&D and store leadership.
• Evolve service programs by keeping a pulse on best practice innovative techniques and local market needs.
• Optimizing time on floor coaching and interact with store leadership to elevate the service behaviours of the Sales Associates/ Beauty Advisors to drive customer engagement and conversion.
• Mentor and guide frontline leaders on service coaching of the staff.
• Support store leaders in building individual coaching plans after performing gap analysis of the teams, and in coaching the teams on selling skills.
• Daily observation and coaching on the floor to ensure application of all training programs with clear tracking and monitoring of established action plans
• Provide on-going feedback to store leaders/ Division L&D on the performance/progress of individual team members Leverage on Mystery Shoppers results to coach individuals and support the store to improve the service standard.
• In collaboration with Division L&D to deliver on boarding and service programs and through active and sustained in-store coaching contributing to the culture of shop-floor focus and positive recognition.
• Participate in any ad hoc projects as assigned

Key Requirements:

• Minimum 5 years experience in a fast-paced environment, with experience in retail sales/ hospitality of supervisory and training experience is preferred.
• Passion to drive training facilitation, application of learning and coaching execution on floor.
• Self-starter, agile in learning, able to work independently with a “can-do” attitude.
• Function as a resourceful and proactive team member.
• Good communication and interpersonal skills
• Good organizational and prioritization skills; ability to juggle multiple projects.
• Good verbal and written communication skills in English
• Proficiency in Word, Excel and PowerPoint