Assistant Manager Consumer Services

Join adidas as an Assistant Manager Consumer Partnership Digital Operations

General Purpose

As an Assistant Manager Consumer Partnership Digital Operations at adidas you are contributing to creating a premium customer service experience for our consumers who bought through eCom and in adidas retail stores as well as drive revenue generation via different channels of contact center. You will support driving a membership first operating model within consumer service.

Your task is to partake in CS operational excellence in the contact center across all service channels with a focus on Post Sales operations. You look for ways to support global best practice sharing. You are consumer obsessed! 

Key Responsibilities

Scope: Contribute to create a premium consumer service experience in Europe

• Be responsible for day-to-day case escalation and monitoring to ensure operational ongoing.
• Managing the relationship at a local level with 3rd party vendor to ensure most efficient Operational excellent execution.
• Maintain awareness and understanding of recurrent escalations to proactively contribute to an optimized process, minimizing risk.
• Participate in the alignment of contact center processes within your region, ensuring a consistent CS experience.
• Formalize and document actions to provide transparency and sustained clarity for all stakeholders.
• Support a philosophy of best practice sharing when defining any new processes or process improvements within your region.
• Monitor and analyze respective processes continuously. Identify improvement opportunities and contribute to finding respective solutions.
• Contribute to learning and development improvements, coordinating with relevant stakeholders to support performance improvements and measured ROI.
• Participate in process reviews involving all relevant stakeholders to collect appropriate feedback.

Day-to-day Operations

• Support the CS team to ensure continuity, raising escalations that require immediate action, and coordinating with relevant stakeholders to ensure timely resolution.
• Review service level achievement on a daily basis and provide active support in coordinating effective action that aligns performance with the agreed SLAs.
• Monitor and analyze respective processes continuously. Seek out opportunities for improvements.

Key Relationships

• Operational Excellence team
• Insights Analytics team
• Scalability & Growth team
• External vendors 
• Extended Digital Consumer Operations team

Knowledge, Skills and Abilities

1. Soft-Skills 

• Ability to quickly adapt to changing business processes and business partners 
• Good communication skills and comfortable presenting complex topics to both internal and external stakeholders at various organizational levels both in person and remotely 
• Good numerical and analytical skills 
• Self-motivated and able to work independently 

1. Hard-Skills 

• Working knowledge of CRM tools in CS environment (preferably Salesforce), order management systems (preferably OmniHUB) and analytical tools (preferably PowerBI)
• Good experience and broad understanding of CS processes and related dependencies with the rest of the digital organization
• Ability to influence vendor execution with direct or indirect intervention
• Basic experience and broad understanding of IT
• Fluent English both verbally and written

Requisite Education and Experience / Minimum Qualifications 

• Degree with focus on Business Administration, Communication or related areas, or equivalent combination of education and experience 
• 2 years experience working in Consumer Service, Outsourcing, Retail, Digital and/or eCommerce environment is a plus
• Basic knowledge in Consumer Service 
• Experience working with highly complex processes 

At adidas, we foster the athlete’s mindset through a set of behaviors that we want to enable and develop in our people and that are at the core of our unique company culture: this is how we win while playing fair.

• COURAGE: Speak up when you see an opportunity; step up when you see a need.
• OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
• INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
• TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
• INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
• RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.