As the EU Customer Service Lead you will plays a pivotal role in elevating the customer experience across COS stores by embedding service excellence and salesmanship through coaching. This role supports store teams and leaders in activating COS core behaviors and actions, driving conversion and pieces per receipt, and replacing external evaluation models with internal capability building. The coach works both digitally and in person across priority markets, starting with a focus on the top 30 stores.
Responsibilities
- Lead high-impact coaching sessions across stores, focusing on elevating COS’s 5 behaviours (Personal, Genuine, Proactive, Expert, Passionate)
- Facilitate role-plays scenarios and team learning sessions to strengthen objection handling, selling technique, and customer‑centric communication.
- Build capability in Store Managers and Department Managers so they can confidently develop and coach their own teams to deliver consistently high service standards.
- Analyse performance data—including conversion, PPR, training completion, and customer feedback channels—to identify trends, set priorities, and drive targeted improvements.
- Collaborate closely with Regional HR, Sales teams, and Store Management to share insights from top‑performing stores and scale best practices across multiple markets.
- Contribute to the creation and enhancement of digital learning materials, ensuring eLearning content reflects COS Key Phrases, service language, and identified capability gaps.
- Provide clear quarterly reports with insights, measurable coaching outcomes, and recommended actions for continuous improvement across the region.