Regional Services Leader (Zürich Region) NUOVO

Lead the future of Services in Zürich Region !

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Since 1976, Decathlon’s mission has been to “Move people through the wonder of sport.” Today, as a global company with over 105,000 teammates, we are transforming our business model to build deeper, more sustainable relationships with our customers. Services are at the heart of this transformation.

We are looking for an entrepreneurial and visionary leader to lead the development of a comprehensive and sustainable services portfolio for our Zürich Region. This dynamic region includes 10 stores and is set for continued growth. You will have the unique opportunity to build and scale our circular economy services—including Buy Back, Second Life, Rental, Repair, Spare parts, and Subscriptions—creating an interconnected network that serves our communities and strengthens our brand.

This is more than a job; it’s a mission to redefine the customer experience, drive sustainable growth, and make sport more accessible for everyone.

Your mission: what you will achieve

As the Regional Services Leader, you will be the architect of our service-led growth in the Zürich, Winterthur, and St. Gallen ecosystems. Your key responsibilities will be to:

1. Service Experience & Operational Excellence - focus on Zürich Ecosystem :

• Flux Mastery: Determine how to optimize or create the flux to ensure the best service experience for our customers based on store typologies to sustain “services promises ie Ski service within 24 hours”.
• Best-in-Class Rental Experience: For the 2025/2026 ski season, implement an enhanced, seamless rental journey ( in-store fitting, express pickup) to achieve a customer satisfaction score above 75 in all ecosystems.
• Deployment: Within 6 months of validation in the pilot store and/or flagship, deploy standardized, best-in-class operational processes for all services (Buy Back, Second Life, Rental, Spare Parts, Repair, Subscription) to all stores in the region.
• Repair Ambition: Create and animate with TL Velo a Repair COE for the Zurich Ecosystem to drive express service in all contact points, increasing the express service rate from 45% to 80%. The ambition is to complete 80% of all repairs on the same day with a diag > 80% for all others repairs.

2. Growth, Diversification & Sustainability :

• Circular GMV Growth: Increase the share of service turnover from 4% to 12% of the regional Omni Turnover by the end of 2027.
• Service Diversification: Grow the revenue share from Repair (DIY), Spare Parts (SP), and the new Subscription (S) services to constitute at least 65% of total service revenue by the end of 2027, thereby reducing the current over-reliance on Rental (RST).
• New Service Development: In alignment with the central “CH Services” team, ideate, test, and launch at least two new, economically sustainable service offerings by mid-2026. Each new service must prove its value for our members and its positive impact on ARPU.
• Proximity & Value : develop holistic services connecting our stores to the daily life of the Swiss ie repair courses for families in our stores following security check in schools in the ecosystem.

3. Awareness & Member Engagement :

• Revendication & In-Store Activation: Develop and deploy portfolio of “Services Promises” with strong “parti pris”for each typology of stores i.e. “Here we can prepare your ski for the weekend all included at Zürich HB” or “We repair your bike within 12 hours”… You will apport your expertise to recommend which gamme & promises to play at the store level
• Ecosystem Integration: Establish at least one formal partnership in each key ecosystem (Zürich, Winterthur, St. Gallen) by mid-2026. These partnerships should create interconnected service offerings (e.g., collaborations with local sports clubs, event organizers, or corporate partners).
• Member Growth & Frequency: Increase the member buying frequency by 2 points by the end of 2027.

Measuring Success

Success in this role will be measured by your ability to achieve ambitious targets, including significant growth in our circular GMV, diversification of our service revenue, and a marked improvement in customer satisfaction (NPS) across all services. A detailed KPI framework will be co-developed and reviewed regularly.

Profil

Who you are ? What you bring to the team ?

• An intrapreneurial leader: You have a proven ability to craft a vision and lead a project from concept to execution. You see challenges as opportunities for progress.
• A commerce-driven people manager: You have a minimum of 3 years of experience in people management (ideally in a retail at Decathlon, as Store Leader or Operational Leader) and leading commercial teams in the field. You are passionate about customer relations and have a strong presence in-store.
• A services expert: You have proven experience in service development, lifecycle management, and operations within a retail environment.
• Customer-centric and innovative: You are passionate about creating seamless, valuable, and sustainable experiences for customers and have a proven ability to test and explore new approaches.
• Locally connected and multilingual: You have a strong knowledge of the local actors and customers in the Zürich region. You are fluent in German (C1) and proficient in English (B2).
• A Decathlon person at heart: You are a sports enthusiast, digitally curious, energetic, positive, and aligned with our core mission and values.

Ready to make an impact?

If you are a forward-thinking leader ready to drive a key part of Decathlon’s transformation, we want to hear from you. Apply now to lead the charge in building the future of sports services in Switzerland.

Kompetenzen

• retail
• English
• German
• sustainability
• services