Customer Experience Program Owner | Decathlon Marketplace

Evere

Decathlon Belgium - E-Commerce

Joining the Decathlon headquarters means becoming part of a collective where a variety of talents work together to imagine, build and innovate. Everyone brings their expertise to advance the company and improve the experience of our customers and colleagues in the store. The atmosphere? Dynamic and friendly, punctuated by team spirit and sports activities between colleagues. Here, we share, learn and grow together, in an environment where each project is a new challenge to be met.

YOUR MISSION

We're looking for a Customer Experience Program Owner to own the end-to-end Customer Support processes for our third-party (3P) sellers on the Decathlon Marketplace. You will drive operational excellence, ensure consistent seller support, and act as a central point of contact for key internal and external stakeholders.

Are you a strategic thinker with a hands-on approach to process optimization and a passion for data-driven improvement ? Then, this job is for you !

You will design, align, and roll out a customer-centric system that elevates our service to best in class levels !

Your main responsibilities

Define, harmonize and deploy a unified customer service policies across all Decathlon Marketplace countries.

Process Ownership: Take full ownership of all end-to-end 3P customer support processes, from initial inquiry to resolution, ensuring seamless and efficient operations.
Define and harmonize policies and best practices across all Decathlon Marketplace countries.
Monitor seller customer support performance: Analyze performance indicators to identify trends, to ensure alignment and continuous improvement.
Main point of contact for Local Customer Support, Marketplace Operations and Tech teams : Collaborate closely with local and global teams to resolve issues, drive initiatives and ensure customer satisfaction.
Establish framework and manage escalations from various channels to ensure effective resolution while identifying root causes to prevent recurrence.
Train customer support agents and sellers : Develop and deliver training programs about processes, tools, and policies.
Own the data & tech roadmap: benchmark best practices, bring innovation and identify opportunities for automation.

YOUR PROFILE

You are proactive, hands-on, and passionate about delivering a seamless and human customer experience to our clients. You are a strong communicator and facilitator, able to drive alignment across diverse teams and cultures.

Also,

You have experience in customer service, ideally in e-commerce or marketplaces.
You are an expert in designing and optimizing scalable customer support processes and tools.
You are data-driven, with a strong analytical mindset
You speak fluent English and French. You feel comfortable working in an international environment.

Ready to Play ?