Assistant Project Manager Global Consumer Services

As an Assistant Project Manager within the Global Consumer Service team at adidas you are responsible for ensuring that we deliver a premium consumer service experience for our consumers who bought through eCom and in adidas retail stores and drive an operating model which supports a membership first outlook. Your task is to support delivering digital projects and programs on a global (market) level across functions.

Consumer Services is the voice of the consumer and consumer is at the heart of everything we do. Operational excellence, quality and consumer experience are the key topics in the Consumer Service function and an integral part of our eCom strategy.

Key focus of the role is to execute specific areas of a project focusing on consumers’ & agents’ end-to-end expectations and requirements. Documenting and tracking projects, processes, and programs in cooperation with the respective subject matter experts in various functions and project team members of the organization are a few examples of what is expected from this role.

This role is part of Digital Growth Organisation, where you are part of the Global Consumer Service Team, where you with the other markets share best practices and seek opportunities to build the best consumer experience for adidas consumers across the globe in the most efficient and sustainable way.

In addition to other e-com markets, your key partners are our Consumer Services Vendor, who run day-to-day call center operations, as well as internal stakeholders such as Members First Office, Extended Digital Growth Team, Digital Product, Digital Consumer Operations and SCM to ensure we continuously improve the Consumer Service agent journey to offer premium adidas experiences.

Key Responsibilities - Scope: Support managing and delivering digital programs on a global (market) level:

Process/Program Documentation & Execution:

• Assist in the alignment of processes within the scope of the project, ensuring a consistent integration to the adidas Consumer Service roadmap.
• Lead small digital projects on a global market level.
• Assist with the compilation of portfolio, program and project management reports
• Document program implementation through the creation of playbooks. Streamline and align playbooks to support the COP Gameplan framework.
• Support the markets implementing roll-outs or new functionalities in the region.

Communication:

• Assist the implementation lead managing the relationship at a local level with market teams and 3rd party vendor/carrier (contact center provider, specialist providers, logistics).
• Assist in sharing best practices with team globally to secure consistent feedback loop, support in coordinating sessions with the local markets.

Continuous Improvement:

• Monitor and analyse adopted processes continuously. Identify improvement opportunities and contribute to finding respective solutions.
• Participate in process reviews involving all relevant stakeholders to collect appropriate feedback.
• Assist the project lead monitoring and analysing program success metrics to evaluate its adoption by the markets.
• Conduct engagement reviews. Verify compliance with quality assurance procedures. Validate if projects are delivering against program KPIs.

Key Relationships:

• Market & Global Consumer Services
• Extended Digital Growth Team
• Analytics Team
• Members First Office
• External vendors
• Product & IT Ops
• SCM & Fulfilment teams
• Other eCom teams
• Other Global Sales teams

Requirements, Education and Experience:

• University degree with focus on Business Administration, Communication, IT or or other related areas, or equivalent combination of education and experience
• 2+ years of experience in relevant area
• Experience in ecommerce is a plus
• Experience in managing highly complex processes, involving multiple teams in different countries.

Soft-Skills:

• Ability to understand and analyse complex systems and transform them into simpler structures
• Strong communication skills
• Storytelling and comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
• Consumer-first mindset
• Self-motivated and able to work independently
• Collaboration skills, critical thinker, logical and pragmatic team player

Hard-Skills:

• Strong MS-Office skills (Excel, PowerPoint)
• Project management and project monitoring experience
• Basic Experience and a broad understanding of Consumer Services
• Working knowledge of Agile working methods e.g. Scrum/Kanban
• Working knowledge of PMI methods ideally with certification (i.e., Lean 6Sigma)
• Fluent English both verbally and written