Service Coach - DFS5211360 in Singapore at DFS

Date Posted: 8/8/2019

Job Snapshot

Job Description

The Service Coach is responsible for driving the elevation of service behaviors on the shop floor through the facilitation and delivery of the service training. Coaching and guiding the store teams to bring the DFS Service Excellence Vision to life through the demonstration and reinforcement of the service qualities and behaviours to create a memorable shopping experience for our customers.

Key Responsibilities:
Service Experience
• Elevate the customer service experience to ensure the delivery of quality service to meet the expectations of our customers (including cultural elements as per the mix of nationality).
• Work closely with the store leadership team to understand the business issues an opportunity as it relates to service excellence
• Identify service gaps and develop targeted training plans in partnership with local/global L&D and store leadership team
• Ensure store leadership team has full visibility to the service experience activities (progress, required actions etc.), making recommendations as needed
• Create learning strategies and follow up activities arising from the “Measurements”, including mystery shopping, customer feedback, etc.
• Leverage on business insights (e.g. SA Productivity dashboard or related BI platforms), to propose strategies in enhancing service experience
• Support the rollout of the daily briefings in delivering the service expectations Coaching
• Partner with L&D Manager to ensure alignment on the delivery and adoption of the Unforgettable Service Program
• Leverage on the curriculum and training toolkits developed under the DFS University to achieve excellent service behavior standards for all employees that have a direct impact on customer service (sales associates, Team Leads, Managers, Support Teams- stock handlers, customer service, concierge, Loyal T, etc.)
• Drive key training initiatives through active and sustained in-store coaching, contributing to the culture of positive recognition
• Facilitate and role model the Unforgetable Service program and ensure store leadership are role modeling the desired service qualities and behaviours
• Manage and monitor the quality and impact of all in-store training via follow up, partnering with the store leadership team, maintaining an active shop floor presence to observe subsequent implementation and ensure true retention of training contents.
• Use insights gained through on the floor observation to help develop service skills of store teams
• Ensure consistent on-boarding for all new hires, giving feedback on progress
• Partner with Loyal T team to align on delivery of customer loyalty program (Loyal T) and clienteling

Key Requirements:

• 3 years of front-line retail / hospitality experience
• Knowledge of the Psychology of Selling and familiarization with cultural expectations (e.g. Omotenashi, Chinese Culture, etc.)
• A true passion for training and people development
• Understanding of luxury retail, client experience and trends in service and customer expectations by nationality in the local market
• Experience in the development and adaption of training programs
• Leads by example and is exemplary role model of being service centric
• High credibility in building relationships with customers