Store Operations Excellence Manager
Il y a 3 mois
Rattaché(e) au Directeur Retail Excellence (REX), votre objectif est de permettre aux magasins de fonctionner selon les normes de qualité les plus élevées, en **améliorant l'efficience et l'efficacité des opérations des magasins afin de libérer du temps pour l'expérience client et la performance**.En tant que chef de projet, vous orchestrez, co-concevez, optimisez, **mettez en œuvre** et surveillez avec les fonctions concernées (ex. IT, Supply Chain, Finance, Stratégie Santé, Marketing) les **processus et protocoles clés en magasin pour atteindre une efficacité élevée et une expérience client de haute qualité**. Vous définissez et hiérarchisez les KPI pour en mesurer l'efficacité.Vous **garantissez une assistance rapide aux équipes en magasin** en écoutant leurs besoins, en résolvant leurs problèmes et en améliorant les processus en cours.Vous **assurez un processus de communication**, des outils et des contenus efficaces pour engager et informer les magasins en agissant comme point de contact entre les différentes fonctions de back-office.
Vos principales missions sont les suivantes:
- Assurer la coordination et le pilotage transverse et inter-fonctionnel des initiatives du Masterplan des projets ayant un impact sur le magasin
- Piloter sélectivement l'innovation avec l'équipe REX mondiale en injectant de nouvelles idées
- Garantir l'adoption de processus/protocoles métiers optimisés en collaboration avec les fonctions concernées (ex. IT, Stratégie Santé, Marketing, Supply Chain, Finance,)
- Garantir l'adoption du modèle global de service d'assistance aux magasins et réduire le nombre global de demandes d'assistance tout en améliorant les accords de niveau de service et l'efficacité et surveiller les KPI, anticiper les problèmes, agir rapidement pour maximiser l'efficience et l'efficacité du magasin
- Piloter le plan de communication local aux magasins en agissant en tant que point de contact, en établissant une gouvernance claire et partagée sur la collecte des besoins/informations pertinentes auprès de tous les départements de back-office et des Directeurs de Région et Managers de District pour informer en temps opportun le terrain, en suivant les résultats (ex. taux de clics, taux d'engagement) et en définissant un processus clair pour améliorer l'engagement du réseau et le partage d'informations via la disponibilité d'un contenu pertinent pour les équipes en magasin, un flux structuré et efficace d'actualités vers les magasins et une bibliothèque actualisée des sujets opérationnels des magasins.
- Animer le NPS (Net promoter score) auprès du réseau
- Contribuer à l'organisation d'événements (ex. conventions)
**P **rofil**:
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