General Purpose:
As Manager Consumer Partnership Digital Operations at adidas you are a main contributor to creating a premium consumer service experience for our consumers who bought online and in adidas retail stores. You will also contribute to driving small and medium project to contribute to optimize systems and process CS facing to ensure efficiency for CS operation.
Your task is to drive Consumer Service operational excellence in the contact center across all service channels with a focus on efficiency, training, quality & consumer experience. You are a key contributor in supporting global best practice sharing.
Key Responsibilities - Scope: Accountable for creating a premium consumer service experience in Europe:
Partnership/Vendor Management:
- Manage, support and collaborate to drive process implementation through system development in order to impact CS cost & quality execution, acting in a fast paced, agile development and environment of digitalization and personalization.
- Focus on how we can optimize our process efficiency by sharing operational market feedback on tooling improvements with the global product teams.
- Manage the relationship with local vendor with a focus on operational management, change management, and partnership building. Act as the 1st escalation point for local vendor on any improvement required at system level.
- Implement and maintain processes with the local vendor. Ensure that these processes will build viable, sustainable and cooperative solutions with internal and external partners.
- Manage the alignment of training, knowledge and processes with local vendor within Europe, ensuring a consistent consumer service experience.
- Manage the formalization and documentation of defined processes, trainings and knowledge to provide transparency on current state and a solid foundation for evolution.
- Support the vendor in implementing the appropriate structure to be able to manage the respective organization effectively and drive success
- Continuously monitor and evaluate team workload and organizational efficiency of the vendor with the support of data and team feedback and challenge appropriate changes in order to meet business needs
- Provide team members/direct reports with clear direction and targets that are aligned with business needs and organization objectives
- Support sharing best practices globally, driving a community of practice and a global framework
Day-to-day Operations:
- Manage, support and collaborate to deliver Consumer Service targets on a regional level across brands, channels and markets within the boundaries of time, cost & quality.
- React quickly in the management of targets in a fast paced, agile environment of digitalization and personalization with highest executive attention in Brand and Sales
- Monitor, manage and improve service levels, quality standards and revenue levels in close cooperation with the local vendor
- Review (KPI’s & Metrics) on daily basis and with vendor manage weekly, monthly reviews of operational performance (including training and quality)
Continuous Improvement:
- Monitor and analyze respective processes continuously. Identify improvement opportunities and define respective solutions.
- Operate process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements.
Knowledge, Skills and Abilities:
- Project management and project monitoring experience
- Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…) is a plus
- Expert knowledge in Consumer Service
- Experience in managing highly complex processes, involving multiple teams in different countries
- Very good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
- Fluent English both verbally and written
- 5+ years of experience in vendor management in a Retail, Digital and/or eCommerce environment
- Experience in leading a team is a plus
If required - People Management:
- Manage one or more junior colleagues and take care of the related HR and administrative processes
- Create a supportive work environment in which employees are coached, trained and provided with career opportunities through development.
- Provide team members/direct reports with clear direction and targets that are aligned with business needs and eCom objectives.
Key Relationships:
- Operational Excellence team
- Insights Analytics team
- Scalability & Growth team
- External vendors
- Extended Digital Consumer Operations team
- CS Product Team
Knowledge, Skills and Abilities:
Soft-Skills:
- Ability to quickly adapt to changing business processes and business partners.
- Good communication and negotiation skills
- Comfortable presenting complex topics to internal and external stakeholders at various organizational levels both in person and remotely
- Ability to translate consumer requirements into business requirements and functional requirements with system owners.
- Good numerical and analytical skills
- Ability to foster and maintain a collaborative positive working environment in the face of pressure.
Hard-Skills:
- Working knowledge of CRM tools in CS environment (preferably Salesforce Service cloud) and order management systems (preferably OmniHUB).
- Project management and project monitoring experience is a plus.
- Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…) is a plus.
- Management of vendors within a Consumer Service environment is a plus.
- Basic experience and broad understanding of IT.
- Fluent English both verbally and written.
Requisite Education and Experience / Minimum Qualifications:
- Degree with focus on Business Management, Communication or other related areas, or equivalent combination of education and experience.
- 4+ years of professional experience in Consumer Services or similar.
- Experience in Contact vendor management in a Retail, Digital and/or eCommerce environment is a plus.
- Basic knowledge in Consumer Service.
- Experience in managing highly complex processes, involving multiple teams in different countries.
- Experience in leading a team is a plus.
adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an equal opportunity employer.