Director eCommerce Customer Service

Purpose & Overall Relevance for the Organisation:


The ideal candidate must have a good understanding of the digital landscape, consumer behaviors and be able to lead consumer service team to deliver superior consumer service.



Key Responsibilities:


  • Build up customer service strategy and execute to achieve the success
  • Manage and lead customer service agency;
  • Supervise consumer service team’s daily operations (calls, live chat, emails, etc.) to serve our consumers properly and promptly;
  • Effectively manage consumer complaints and escalations;
  • Ensure consistent communication to our consumers; align with the various departments on communication and process;
  • Be able to deal with tough consumers and work with cross functional teams for government inquiry;
  • Build up standard model and rule for consumer support knowledge base;
  • Be responsible for reporting and analysing consumer feedback and proposing operational solutions to improve consumer service level; Provide relevant, accurate and timely information on CS function (KPI’s & supporting metrics)  including performance improvement opportunities;
  • Manage consumer relationship to increase customer satisfaction and loyalty;
  • Lead for CS operational excellence;
  • Drive for optimal vendor relationship and performance;
  • Explore tools and define SLA’s and KPI’s to track service quality and productivity; conduct monthly and quarterly performance reviews;
  • Measure and follow the quality of the support provided with efficiency;
  • Organize, train and coach the customer service team, review team performance;
  • Driving the creation of staffing plans, schedules and quality/process change initiatives in our fast paced environment;
  • Liaise with other departments and offices to resolve problems when required.
  • Master the fundamentals and bring service innovation to improve efficiency and effectiveness and focus on digital transformation improve cost effectiveness
  • Consumer service contributes to the commercial value by automating transactional enquiries, enhancing self-service for consumers, with focus on sales & brand driven conversations


Key Relationships:


  • eCommerce Shop manager of .com and Platforms for both adidas and Reebok
  • Campaign Management
  • Digital Operations
  • Supply Chain Management
  • China IT



  • Call-center vendor


Knowledge, Skills, Experience and Abilities:

  • Bachelor's degree is a must;
  • Minimum 12 years of experience in consumer service management, functional expert in Ecommerce is preferable;
  • At least 5 years of people management experience required;  
  • Fluent written and speaking English skills;
  • Excellent communication and analytical skills;
  • Must be experienced at managing and leading 3rd parties, vendors and dealing with complicated consumer service related issues;
  • Be able to demonstrate proven experience in performance management, call monitoring, call center software and agent development;
  • Be enthusiastic about improving the overall customer experience, sales and service processes in both front and back end;
  • Be passionate about providing the best possible levels of customer service;
  • Sense of responsibility, independent way to work;
  • Has patience at diving into details to identify the root cause and solution for it.


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:  Director eCommerce Customer Service

Brand:  adidas
Location:  Shanghai
TEAM:  Customer Service
State:  SH
Country/Region:  CN
Contract Type:  Full time
Number:  350688
Date:  Aug 31, 2021