Customer Service Systems & Process Manager Zone East (Temporary till 31.12.2022)

Purpose & Overall Relevance for the Organization:


To offer reliable, relevant and competitive service levels to customers, while establishing the most effective and efficient framework for the Customer Service organization of adidas and Reebok across all 7 EE countries.

To passionately support the Customer Service organization and ensure proper implementation of strategies and projects for the profitable growth of the adidas organization in line with the EE strategies.

To provide and excellent standards of sales support to our internal and external customers cooperating with Sales and all parties in the end-to end process.


Key Responsibilities:


  • Work closely with EE CS Director to develop a winning strategy for increasing market share
  • To reflect and cascade overall Customer Service strategy into the team
  • To ensure all available adidas Group standards, policies, procedures and best practice are applied and adhered to by the team
  • To ensure reliability and responsiveness to customer requests and internal stakeholders by training and ongoing performance monitoring
  • Participate in EE Local Sales and Marketing Meetings
  • Lead the coordination of an efficient cross-functional communication between internal interfaces and CS Team
  • Lead and support assigned Global and Local Projects
  • Manage relevant reports
  • Manage and enhance Customer Service processes for both brands and other strategic cases/special management requests
  • Act as Key User for Customer Service systems infrastructure (IC, Local/Global BI,MSTR, SAP) 
  • Cascade and transfer knowledge into the EE CS Team, develop the functional and core skills through regular coaching and mentoring



  • Customer Service specific KPIs
  • Orderbook conversion
  • Net Sales and contribution target achievement
  • EE customer satisfaction


KEY Relationships:


  • EE Customers
  • Local Customers Service Teams (PL/BLT, CZ/HU/SK)
  • Sales team
  • Franchise team
  • SCM/CF team
  • Finance and Controling
  • EU network in CS community


Knowledge, Skills and Abilities:


  • Customer oriented, approachable with strong interpersonal skills (e.g. communication, negotiation, relationship management)
  • Excellent written and verbal communication skills.
  • Strong organization and problem-solving skills.
  • Ability to accept and meet critical deadlines with good planning and organization skills
  • Support virtual teams
  • Solid change management skills
  • Strong team player with supervisory and management skills
  • Ability to coach, manage, align, motivate and develop CS team members
  • High level of affinity to and experience with Business Computing solutions and reporting tools - knowledge of SAP, IC, MSTR, BI
  • Identify, detect, and create business processes towards accomplishing business goals specific for the organization.
  • Process thinking
  • Strong motivation skills
  • Strong analytical & reporting skills
  • Operations and commercial mindset
  • Experience in (European) project management
  • Good knowledge of supply chain processes
  • Mental flexibility, initiative and determination result oriented
  • Fluency in written and spoken English


Requisite Education and Experience / Minimum Qualifications:


  • University degree in business administration or SCM
  • Minimum of 5 years of experience in respective area (international background)
  • Advanced user of MS office.
  • Solid knowledge of relevant systems ( SAP, BI, MSTR, IC)


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.

Job Title:  Customer Service Systems & Process Manager Zone East (Temporary till 31.12.2022)

Brand:  adidas
Location:  Warsaw
TEAM:  Customer Service
State:  MZ
Country/Region:  PL
Contract Type:  Limited Duration
Number:  411772
Date:  Jan 11, 2022