Senior Manager, eCommerce Customer Service, APAC

Purpose & Overall Relevance for the Organization:

Create premium customer service experience for our consumers by executing customer service operational excellence in contact centers for all regions with focus on efficiency, quality and consumer experience.


Key Responsibilities:


Day to Day Operations

  • Forecasting resource planning to support new project initiatives;
  • Ensure contact centers are informed and trained in a timely manner on new and existing

processes and procedures

  • Ensure contact centers have the right tools, processes and systems to answer all customer enquiries via all contact channels
  • Complaint & Customer escalations handling for the site – ensuring site compliance with the complaints process to safeguard the image of the brand and to support increasing customer advocacy, retention and loyalty;
  • Ensure customer service dashboards are created, up-dated, distributed with the right information in a timely manner;
  • Drive the customer service brand value experience for the contact center across all customer CS touchpoints to maximize customer satisfaction and minimize cost through cost efficiency initiatives;
  • Develop and improve related processes to meet Global NPS & CSAT score;
  • Represent the customer’s and customer service’s voice for internal projects where and when required;
  • Manage and provide site input for monthly and quarterly business review meeting with partner and Global CS summit meetings;


Continous improvement

  • Drive Learning and Development initiatives together with Commercial dialogue across the region, establishing a framework together with global and with the vendor to drive sales through our CS team;
  • Identify improvement opportunites and continously refinding respective solutions
  • Participate in process reviews involving all relevant staekhokders to collect appropriate feedback and enrich a backlog of improvements


Key Relationships:

  • APAC Digital Analytics
  • APAC Digital Strategy
  • APAC country and cluster eCommerce teams
  • CS Vendor
  • Customer Service eCom Global
  • Supply Chain Operations – Regional & Country


Knowledge, Skills, Experience and Abilities:

  • Excellent verbal and written communication skills
  • Capability of managing meetings and project plans
  • Ability to think creatively and to drive community engagement and satisfaction
  • High attention to detail
  • Multi -Tasking
  • Analytical
  • Fluent in English (oral and written) is a must



Requisite Education and Experience / Minimum Qualifications:

experience is a plus

  • Customer Service Experience with leading or functionally driving teams or 3rd parties, preferably remotely
  • Able to work collaboratively with excellent time management skills and strong sense of urgency
  • Adept in building and maintaining relationships in a matrix organization
  • IT skills: Outlook and Word: Intermediate; Excel and PowerPoint:

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:  Senior Manager, eCommerce Customer Service, APAC

Brand:  adidas
Location:  Gurgaon
TEAM:  Digital
State:  HR
Country/Region:  IN
Contract Type:  Full time
Number:  491152
Date:  Nov 17, 2022