We're looking for a Head of Customer Service to lead the transformation of our international operations. Today, each of our countries uses different tools and processes. $

Design, align, and roll out a customer-centric system that elevates our service to best in class levels : 

• Define and deploy a unified customer service vision across all Decathlon Marketplace countries.

• Audit existing tools and processes across countries and identify gaps and improvement areas.

• Lead the harmonization of customer service tool and processes.

• Change management plan and onboard local teams into a global, scalable approach.

• Implement new KPIs and dashboards to track them

• Collaborate closely with local and global teams (tech, logistics, sellers, operations) to ensure customer satisfaction.

• Benchmark best practices and bring innovation. (e.g., AI chat, automation, self-service).

• Lead a community CRC  across the countries to ensure alignment and continuous improvement.

• You speak fluent English and feel comfortable working in an international environment.

• You have 7+ years of 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 a strong communicator and facilitator, able to drive alignment across diverse teams and cultures.

• You have experience in transformation projects and are skilled in change management and stakeholder engagement.

• You are data-driven, with a strong analytical mindset

• You are proactive, hands-on, and passionate about delivering a seamless and human customer experience.