Customer Service Team Leader (m/f/x) – Permanent - 100% - Niederwangen, Bern New

Are you looking for a role where you manage people ?

Aufgabe

Are you looking for a role where you manage people ? Do you want to lead a team through a major organizational transformation ? Then the position of CRC Team Leader is made for you.

Your future team context

You will be joining a highly engaged CRC team composed of 13 Customer Advisors. To support our strategic transformation and growth, we are expanding our leadership. You will work hand-in-hand with Stéphane (CRC Manager) and Chloé (our current Team Leader), stepping in as the second Team Leader to ensure managerial continuity, proximity, and operational excellence.

Why this role?

1. You are leading a major transformation The Decathlon Switzerland CRC is evolving. We are moving from geographic management to an expertise-based “One TEAM” vision. Because we have outsourced our Level 1 support to external partners, your internal team of 13 advisors acts as a true Center of Excellence handling complex, high-value cases.

2. Your success is your team’s success At Decathlon, your role as a manager isn’t to control everything, but to facilitate everything. If an advisor wants to take the initiative to change a process because it creates friction for the customer, you give them the freedom to try, and you evaluate the results together.

3. You drive continuous improvement with real data. We don’t just want to be reactive; we want to anticipate. You will analyze contact rates, identify customer irritants, and deploy action plans to offer the best omnichannel experience in the Swiss market.

What does a CRC Team Leader actually do?

Your mission is clear: lead, support, and develop your team to deliver a premium customer experience while successfully navigating the transition to our new unified hub.

You will know you are successful if, at the end of the year, your team’s engagement is high, turnover is low, and your operational KPIs (CSAT, First Contact Resolution) hit their targets.

How do you achieve this?

Your daily life is divided into three main areas:

1. Team management and development

• Manage a team of multilingual Customer Advisors (daily animation, prioritization, workload organization).
• Lead monthly individual meetings with every team member. This is a mandatory and core pillar of the Decathlon management framework, ensuring a dedicated space for regular feedback, listening, and continuous growth.
• Create a climate of trust, accountability, and psychological safety.
• Support skill development (customer posture, autonomy, decision-making).
• Contribute to performance reviews, regular feedback cycles, and individual development plans.
• Identify talents and support internal mobility and growth paths.
• Key indicators: Team engagement, Skill autonomy level, Turnover.

2. Operational excellence and customer experience

• Ensure high-quality and personalized handling of customer contacts across all channels (email, chat, phone, bot).
• Monitor compliance with customer commitments (response time, promises, solutions).
• Handle or coordinate complex and sensitive escalations.
• Deploy and monitor quality standards and best practices.
• Key indicators: CSAT / customer satisfaction, First Contact Resolution (FCR), Average response time.

3. Performance management and continuous improvement

• Analyze operational performance indicators (volumes, productivity, contact rate).
• Identify customer irritants and improvement opportunities across journeys.
• Contribute to optimization projects (processes, tools, automation, AI).
• Participate in action plan definition, execution, and follow-up.
• Act as a proactive contributor to organizational and operational improvements.
• Key indicators: Productivity, Contact rate, Automation / deflection rate.

4. Managerial relay and organizational contribution

• Work in close collaboration with the CRC Leader and the other Team Leader.
• Ensure managerial continuity through strong field presence and fast decision-making.
• Contribute to operational planning and peak activity anticipation.
• Embody CRC values, standards, and long-term vision.

Profil

Is this job made for you?

Mandatory #1: A solid management track record. You have 3 to 5 years of successful experience managing operational teams, ideally in a Contact Center / Customer Service environment.

Mandatory #2: The right language stack.

• English: Mandatory. It is our main working language for cross-site coordination and daily team animation.
• German: A major asset / near-critical. You need it to handle complex customer escalations and to build credibility with German-speaking teams during the transition.
• French: Professional level required to facilitate your interactions with our Global headquarters, based in North of France

Mandatory #3: Mobility at Niederwangen. You will be officially based in Niederwangen (Bern) in October. From now, you will be based at Onnens (our current warehouse localisation). You must also be available to work 1 Saturday per month.

Mandatory #4: A data-driven, continuous-improvement mindset. You are comfortable with digital business, online customer issues, and using metrics to challenge the status quo.

We are looking for an operational leader ready to get involved on the floor. Beyond your technical background, your mindset will be the key to your success in this transformation. This transformation will require resilience. Let’s be transparent about what you need to succeed here.

The soft skills you need to succeed in this :

• Proximity leadership with high standards: We don’t want a manager hidden behind a closed door. You need to be on the floor with your team. You set clear expectations because we are shifting to a “Center of Excellence” model, and the quality of our answers to complex customer cases must be flawless.
• Resilience and ability to manage pressure: Customer Service can be intense, and we are going through a massive structural transformation (moving from Onnens to Bern). You stay calm during the storm, absorb the pressure, and help your team navigate uncertainty with confidence.
• Strong decision-making and prioritization: When contact volumes spike or a sensitive customer escalation occurs, your team will look to you. You need to make fast, fair decisions and organize the workload effectively so your advisors never feel overwhelmed.
• Clear, structured, and respectful communication: You will manage a multilingual team going through a physical and organizational transition. You must be able to share information transparently and listen actively.
• A mindset for continuous improvement: You are never satisfied with “that’s how we’ve always done it.” You love learning about new tools (automation, AI) and are always looking for ways to optimize our processes to make your team’s daily life easier and the customer experience smoother.

What we offer

• Contract: CDI (Permanent), 100%. Requires working 1 Saturday per month.
• Location timeline: The role will start based in Onnens, and will then transition to our new hub in Niederwangen (Bern).
• Salary package: between 75,000 and 84,000 CHF base salary (paid over 13 months).

• Decathlon Benefits:

  • A monthly bonus of up to 10% of your base salary, depending on collective performance.
  • A 25% discount on all Decathlon products to gear up for your favorite activities.
  • The opportunity to become a shareholder of the company. Fun fact: our share value has seen constant, positive growth since Decathlon was founded 50 years ago!
  • A hybrid work model offering 2 days of home office per week.
  • 30 days of paid vacation per year to fully disconnect and recharge.
  • Access to a wide range of exclusive discounts with our corporate partners (Swibeco platform for exemple). Our recruitment processWe want to make sure we are a great match for each other. Here is how we will proceed:
• Step 1: AssessFirst. A behavioral assessment to look beyond your CV. At Decathlon, we attach much more importance to your soft skills, your personality, and your potential than just your past experiences.
• Step 2: Interview with Louise (Talent Acquisition Manager). A discussion focused on your motivations and cultural fit with Decathlon.
• Step 3: Interview with Stéphane (CRC Manager). A deeper dive into the technical and operational aspects of the role, your management style, and how you handle complex situations.
• Step 4: Informal team chat. Meet the CRC team! This is a great opportunity for you to ask your final questions and discover the real environment you will be working in. Are you ready to shape the future of our Customer Relationship Center? Join us!

Kompetenzen

• CRC
• customer service
• German
• English
• French