[코치] CS & Retail Operation Management & Development Manager

Key Responsibilities Customer Service & Customer Experience Leadership

• ●Lead the overall Customer Service and Customer Experience strategy across stores, digital platforms, and customer interaction channels
• ●Develop and execute a multi-year CX roadmap and CS Center transformation plan, evolving service from reactive support to proactive, insight-driven customer engagement
• ●Oversee outsourced CS Center operations, including KPI, SLA, quality assurance, escalation management, service standards, and performance improvement
• ●Champion VOC as a strategic asset by translating customer feedback, complaints, and service data into actionable business recommendations for retail and cross-functional teams

Core Competencies

• ●Strategic Thinking & Business Acumen
• ●Customer-Centric Mindset
• ●Retail Operational Excellence & Governance
• ●Process Innovation & Continuous Improvement
• ●Project Management & Execution Discipline
• ●Change Leadership & Stakeholder Influence
• ●Field Leadership & Communication
• ●Analytical Thinking & Problem Solving
• ●Vendor, Budget & Contract Management
• ●Cross-functional Collaboration with Global/APAC Teams

Our Competencies for All Employees Courage : Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Our Competencies for All People Managers Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.